Call Center Agent (Tagalog Speaker) Thrifty Car Rental

Role overview:

The Call Center Agent is responsible for delivering exceptional customer service through calls, emails, and chats. You will assist clients with bookings, inquiries, and after-sales support, while ensuring high service standards and maintaining strong relationships. The role includes supporting supervisors in achieving departmental goals, managing reservations, and contributing to process improvements, all within a 24/7 operational environment.

Key Responsibilities:

• Respond to incoming calls, emails, and chats, giving accurate directions and solutions while maintaining professional communication etiquette.

• De-escalate situations effectively before involving supervisors.

• Support Contact Center Supervisors to maintain service levels and achieve departmental KPIs.

• Assist clients with reservations (local, international, partner websites), service bookings, roadside assistance, and sales inquiries.

• Maintain productivity trackers and report key metrics to supervisors and department heads.

• Manage lead allocation and follow-ups for Retail, Personal Lease, Corporate Lease, and other divisions.

• Support testing and implementation of new ideas to improve departmental processes.

• Be flexible to cover extended hours, emergencies, and national holidays as needed.

• Stay up-to-date with hire agreements, partner websites, product offerings, and company policies.

• Participate in continuous learning to enhance product knowledge and service quality.