Customer Service Representative

Navigate the Fast-Paced World of Customer Support and Deliver Exceptional Experiences

A satisfied customer is the best business strategy of all. As a leading online car rental aggregator, customer satisfaction drives success, and as a Customer Service Representative, you will be key to making sure every rental experience is flawless. You'll be the first point of contact for customers booking cars from across the globe, handling inquiries, resolving escalations, and offering support. Your role ensures that customers can hit the road with confidence, knowing they are backed by expert service and reliable support. This position offers more than just day-to-day tasks-it's an opportunity to develop skills in a global marketplace, building your career with exposure to international customers. Without leaving your country, you'll help shape journeys for travelers while taking your own career to the next level.

Technical and Execution

• Answer phone calls, emails, and live chat inquiries promptly and accurately.
  
• Handle customer escalations and complaints in line with product terms and company guidelines, including direct communication with customers and liaison with relevant partners.
  
• Support and troubleshoot the company's customer care operations to ensure a seamless user and internal team experience.
  
• Assist in updating product and partner information on company websites.
  
• Conduct peer reviews and provide feedback on all customer interaction modes.
  

Stakeholder and Relationship Management

• Collaborate closely with the customer care, community, and development teams to replicate and resolve customer issues.
  
• Assist in responding to customer feedback on social media and third-party review websites.
  
• Liaise with suppliers, partners, and external parties when required to resolve customer concerns.
  

Reporting and Analysis

• Identify opportunities to improve the customer care offering and present solutions to management.
  
• Comply with all company policies, procedures, guidelines, laws, regulations, and codes, including those related to Australian financial services and consumer protection laws.
  

General

• Work in accordance with regulatory requirements and company guidelines.
  
• Actively participate in team meetings and workshops.
  
• Perform any other duties as directed by the company from time to time.
  

Requirements

It Takes the Right Keys to Start the Engine-Here's What You Need

Essential Criteria

• Experience in customer care as the first point of contact.
  
• Strong problem-solving skills with the ability to handle escalations and complaints.
  
• Ability to follow instructions and processes accurately and in a timely manner.
  
• Keen attention to detail, working within policy guidelines, compliance standards, and internal procedures.
  
• Proactive in identifying and presenting ideas for customer care improvements.
  
• Proficient computer skills and ability to use multiple systems confidently.
  
• Excellent verbal and written communication skills.
  
• Team player with the ability to communicate effectively with a diverse range of people.
  
• Strong time management skills, with the ability to prioritize and multitask.
  
• Ability to learn and understand the company's offerings and culture.
  
• Reliable, punctual, and possessing a can-do attitude.
  
• Professional manner and presentation.
  

Desirable Criteria

• Experience handling live chat, emails, and phone calls.
  
• Experience working for an online business in an autonomous environment.
  
• Previous experience in the online travel or car hire industry.
  
• Familiarity with Australian-based companies, including their practices, legislation, and business processes.
  
• Experience working in a corporate BPO office environment.
  

Benefits

Smooth Travels Ahead-Perks That Make Your Career Journey Comfortable

• Day 1 HMO coverage
  
• Competitive compensation package
  
• Permanent WFH arrangement
  
• Prime office location
  
• Day shift schedule
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

A Smooth Ride to Excellence-Learn About the Innovators Behind the Wheel

Our client, Vroom Vroom Vroom Pty Ltd, is a global leader in online travel and vehicle hire services, trusted by customers worldwide for their seamless booking experience and competitive pricing. With a strong focus on customer satisfaction, they partner with top suppliers and service providers to deliver reliable and convenient travel solutions. Known for their commitment to innovation and excellence, our client continuously improves their offerings to meet the evolving needs of travelers. If you're looking to work with a company that values quality and customer care, this is the opportunity for you.

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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