Call Center Officer – Customer Experience

About the role

We are looking for a Call Center Officer to deliver an exceptional customer experience throughout the car rental journey. You will handle customer inquiries, reservations, complaints, and follow‑ups while ensuring accurate documentation and smooth service.

Key responsibilities

• Handle incoming customer calls and inquiries about rental services.
• Manage car reservations, including bookings, modifications, and cancellations.
• Address customer complaints and ensure timely resolution.
• Inform customers about promotions, discounts, and available services.
• Follow up with customers after rentals to ensure satisfaction.
• Maintain accurate customer records and reservation details.
• Prepare reports on calls, complaints, and customer feedback.
• Support and guide junior team members through knowledge sharing and on‑the‑job training.
• Follow departmental policies, procedures, and service standards.
• Identify opportunities for continuous improvement in customer service.

Required profile

• Bachelor’s degree in Business Administration, Public Relations, or a related field.
• Minimum 2 years of relevant experience in customer service or a similar role.
• Strong communication and interpersonal skills.
• Good problem‑solving and organizational abilities.
• Attention to detail and ability to maintain accurate records.
• Ability to handle customer complaints professionally.
• Capability to work effectively in a fast‑paced environment.