Mercedes Customer Administrator - Walsall

£17,500 per annum
14 Jul 2018
15 Aug 2018
Contract Type
Full Time

Europcar have excellent opportunities for a Customer Service Administrator to join our new team providing an on-site professional and friendly service, managing reservations, extensions, terminations and customer service for Mercedes-Benz Cars UK (MBCUK) Customers.

Key Personal Activities

  • Dealing with a high volume of inbound calls from customers, RAC operational teams, Mercedes Retailers and Europcar Stations
  • Processing a high volume of reservations, discussing terms and conditions with customers whilst accurately completing data entry
  • Ensure that team and personal targets and service levels are collectively achieved
  • Full rental management from reservation through vehicle delivery, through to vehicle collection, including customer after care
  • Management of required daily, weekly and monthly reports
  • Complete customer satisfaction call backs following vehicle delivery
  • Work closely and establish good working relationships with RAC teams
  • Establish and maintain a good working relationship with Europcar Rental Stations
  • Check all reservations periodically to ensure that Stations have received and confirmed the hire request
  • Process cash extension rentals, checking in and checking vehicle out
  • Manage live customer queries relating to the Europcar rental process
  • All daily tasks to be accurately completed, ensuring any SLA's agreed are achieved
  • Maintain complete security of all Europcar (UK) policies, rates, terms and conditions
  • Carry out other tasks and duties as may reasonably be required


  • To maintain a high quality of Customer Service to all customers, internal and external
  • To understand Europcar Groups Values and company structure
  • To follow all Operational procedures and Working Instructions applicable to the job
  • Ensure all reservations are accepted and managed within the agreed Service Level Agreement - 15 minutes
  • Ensure all bookings are confirmed by the Stations and suppliers prior to close of business on a daily basis
  • Ensure any system issues / contract discrepancies are bought to the attention of your line Manager at the earliest opportunity
  • Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area
  • Ensure that you are aware of and contribute towards the achievement of personal and team targets

Skills Required

  • Excellent telephone manner
  • Excellent data entry skills
  • Excellent customer services skills
  • Ability to work under pressure and to required deadlines
  • Experienced in the use of all MS Office packages
  • Call centre experience desirable but not essential

Working Hours

  • Shift work between 07:00 - 22:00 Mon - Fri and will involve weekend and bank holiday working on a rota basis