Car Rental Customer Service & Reservations Coordinator
BuddleAbout Us
Buddle was founded to address the growing demand for reliable and efficient staffing solutions across diverse industries globally. Our mission is to seamlessly connect businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At Buddle, we prioritise trust, value, and sustainability in every staffing solution we provide.
About the Role
As a Customer Service & Reservations Coordinator, you will be one of the first points of contact for customers looking to hire a vehicle. Your primary focus will be responding quickly to incoming enquiries, providing helpful and accurate information, preparing quotes and converting enquiries into confirmed bookings.
You will communicate with customers across phone, email and Checkit, provide after-hours support where required, and work closely with the Australian team to ensure customers receive a prompt and seamless experience.
This is initially a focused customer service and reservations role, with the opportunity to take on broader responsibilities as you become established within the business.
Key Responsibilities
- Customer Service: Respond promptly and professionally to customer enquiries received via email, phone, and Checkit, providing clear and helpful information about the client's car rental services.
- Quotes and Bookings: Assist customers with rental quotes, availability, and general queries, helping guide them through the booking process and converting enquiries into confirmed bookings.
- Sales & Conversion: Take a proactive, customer-focused approach to converting inbound enquiries and quotes into confirmed bookings. Identify opportunities to recommend relevant additional rental products and services based on the customer's needs.
- After-Hours Support: Monitor and respond to customer enquiries received outside the client's standard operating hours, addressing urgent matters promptly and ensuring non-urgent enquiries are followed up by the onshore team when required.
- Systems Administration: Use Rental Car Manager and Checkit to manage customer enquiries, update information, and maintain accurate booking and customer records.
- Quote & Enquiry Follow-Up: Proactively follow up open quotes and customer enquiries where appropriate, ensuring potential bookings are not lost due to delayed or incomplete communication.
- Team Support: Liaise with the onshore team to escalate enquiries or issues that require further assistance and ensure a smooth handover when necessary.
Other Responsibilities
- Make necessary process suggestions and improvements which can help the team.
- Contribute to team effort by accomplishing related results as needed.
- Perform other related tasks and duties that may be assigned by the client later on as the role develops.
- Potentially provide additional administrative and customer support across the client's other automotive businesses in the future.
About You
- Previous experience in customer service, sales support, reservations, bookings, or a similar customer-facing role.
- Excellent verbal and written English communication skills, with the ability to communicate confidently and professionally with customers.
- Highly confident speaking with customers over the phone, with clear spoken English and the ability to build rapport, understand customer requirements and professionally guide conversations towards a booking.
- Strong customer service skills, with a friendly and solutions-focused approach.
- Comfortable handling sales conversations and upselling additional products or services.
- Commercially minded, with an understanding that providing excellent customer service and converting enquiries into bookings are equally important aspects of the role.
- Highly responsive and able to prioritise customer enquiries, particularly when dealing with time-sensitive requests.
- Excellent organisational and time-management skills, with the ability to manage multiple enquiries and tasks.
- Strong attention to detail when handling customer and booking information.
- Ability to work independently in a remote environment and take ownership of tasks.
- Confident using computer systems and able to quickly learn new software and processes.
- Experience in car rental, travel, tourism, hospitality, reservations, or another service-based industry would be an advantage.
- Experience using Rental Car Manager, Checkit or similar booking/reservation management software would be highly regarded.
Buddle Benefits Included
Health insurance
Internet allowance
KPI incentive program
Fortnightly virtual happy hour
Annual group offsites
Finer Details
Schedule:
Start Date:
TO BE AMENDED