TEAM LEADER- HERTZ LINGUISTIC VOICE FRENCH – Centrecom

Key Responsibilities

• Lead and inspire a team of French-speaking customer care agents to deliver excellent performance and satisfaction
• Create an inspiring bilingual environment with open communication
• Delegate tasks and set deadlines
• Recognize high performance and reward accordingly
• Analyze reports to track performance and identify improvements in the French customer service team
• Ensure quality checks are in place with weekly assessments of French customer interactions
• Hold regular coaching discussions with continuous feedback for French speaking agents
• Lead performance management processes for the French team
• Assess, develop and coach team to address skills gaps, including language proficiency
• Handle frustrated French speaking customers and solve call escalations
• Build relationships using proven sales techniques (e.g. objection handling, upselling and conversion uplift techniques)
• Create bookings using relevant reservation and support systems with French language capabilities.
• Lead French Voices Contact Center operations according to awards, contacts, and company policies
• Support Campaign Coordinator in highlighting operational tasks specific to the Hertz EU French Voice market
• Escalate appropriate problems to senior management
• Collaborate with relevant departments on people initiatives for the Hertz EU French Voice team

Requirements

• Experience in similar role would be an added advantage
• Must be fluent in both written and spoken French & English
• Must have leadership qualities
• Must have Contact Center experience
• Must have experience and knowledge of all Hertz brand and systems.
• Computer skills, including MS Office Excellent verbal and written communication skills
• Excellent customer service ability, be customer focused and reliable
• Experience in leading a team
• Good problem solving and investigation skills
• Has past experience with Customer Care and being in a leadership position would be added advantage

How to Apply

REF Code: 4592