We are seeking to employ an enthusiastic & ambitious Customer Experience Specialist CX to join our International CX team based in our European Shared Service, Swords Dublin.  We will give you the flexibility and support you need to shape your own career according to your strengths, skills and personality. At Hertz you can be yourself - we value you as an individual and want you to realise your aspirations. You have a voice and your opinion counts. We give you the challenge and support you need, and you are able to shape your own career according to your strengths, skills and personality. Working at Hertz enhances your professional development at all stages of your career. Few firms offer the same breadth and quality of work, responsibility and experience. We recognise and reward your high performance and you have the opportunity to excel, progress and share in our success. We are clear on what we expect from you and what you can expect in return. Taking the wheel at Hertz We are looking to recruit a dynamic and flexible Customer Experience Specialist CX passionate about delivering high quality personalised customer support in the quickest, simplest, easiest way possible ensuring consistent standards of service delivery to our top end customer in order to make them feel great about Hertz along the way. 
 
What You’ll Do: 

Investigate and resolve incoming customer queries & complaints received via phone, email or chat channels to ensure customer satisfaction in a fast and efficient manner.  Investigate and resolve incoming FNOL queries to ensure customer satisfaction in a fast and efficient manner.  Provide speedy solutions to all social media queries with the highest level of quality and sentiment in responses and the overall engagement.  Monitor, manage and improve public reviews in line with our guidelines of brand reputation. - Provide a one stop-shop for our high-profile customers by understanding all parts of the business & processes.  Translate content for marketing and sales for the upcoming campaigns, social media posts, policy changes, T&C and other.  Support all revenue related activities, either by phone, email or chat – when needed.  Ensure that Hertz systems and research tools are used effectively in order to decide if a Financial adjustment should be awarded.  Ensure all customer/account documentation are updated with accurate Information.  Auditing – ensuring that all rentals are audited prior to invoicing to facilitate the cash flow process.  Invoicing – supporting the invoicing process as per account specific requirements.  Reach and maintain set department file closure times to ensure customer service levels are achieved and exceeded and file aging is kept to a minimum.  Reach and maintain file quality standards to ensure customer service levels are achieved and exceeded.  Tolerance for managing pressure during peak times.  Contribute to the lively internationally diverse culture in Hertz with a positive attitude and open mind.  Keep detailed records of Executive contacts, to aid reporting, vital to the business.  Work closely with Senior Management and Operations teams in country in order to establish a direct route of communication to resolve cases in short time frame.  Deal with matters of a sensitive nature that may require you to work with members of the legal, media and security teams.  To define and manage own personal development in order to support own current and future personal effectiveness.  Ensure all SOPs / Guidelines / Intranet is updated with accurate & up to date information.  Use all the channel of choice offered to our customer.  Aim for first contact resolution.  Any other duties deemed necessary by the Team Leader.  Be fully conversant with Hertz Mission Vision and values and seek to fulfil them in daily work. 

What We’re Looking For: 

Minimum 1 years’ experience in Contact Centre Environment.  Knowledge of Hertz Business processes and systems.  An excellent level of English and German.  Written communication skills – expressing concepts and information in a range of written formats such as training & development material and briefing documents.  Tact and diplomacy while dealing with high profile customers.  Attention to details.  Ability to take difficult decisions.  Excellent verbal communication skills.