Surprice Car Rentals, a global car rental company, is recruiting a Head of Customer Service department to support the continual growth of the brand across the world. The company operates in 30+ countries and enjoys a portfolio of 50+ global partners.

The role is based in our offices in  Heraklion Crete

Key responsibilities

• Monitor day-to-day operations in the department.
• Implement effective customer service standards, policies and procedures.
• Answer to customer service issues in a timely manner.
• Set customer satisfaction objectives and coordinate with the team to meet them on a steady basis.
• Maintain accurate records and document all customer service activities and discussions.
• Analyze statistics and compile detailed reports.
• Train and encourage customer service agents.
• Keep ahead of the latest industry techniques and apply best practices to areas of improvement.
• Ensure an orderly workflow based on priorities.
• Manage a large number of incoming calls, emails and chat messages.

Qualifications

• Bachelor in Hospitality/Tourism will be considered as an asset.
• Minimum 2 years experience in reservations, 5-6 years general experience.
• Fluency in English language
• Efficiency, multi-tasking and organizational skills
• Proficiency in Microsoft Office
• Availability to work in shifts