Customer Service Coordinator

Hertz Georgia is looking for a customer-oriented, organized, and responsible team member who will serve as the main point of contact for customers and facilitate smooth coordination of booking and rental operations. This position combines professional communication with customers and issue resolution with daily operational control, communication with partners, reporting, and support for separate marketing activities.

Customer Service and Operations Coordinator

Location: Tbilisi, Georgia

Employment: Full-time

Key Responsibilities:

** Professionally welcome and establish communication with customers, understand their needs, and facilitate the creation of a positive and consistent Hertz experience from booking to rental completion.

** Manage incoming bookings daily, including accurate reflection, confirmation, updates, and cancellations in the system.

** Ensure a seamless customer service process during booking, vehicle allocation, rental, and return stages through close collaboration with rental agents and operational teams.

** Ensure efficient use of the vehicle fleet by allocating confirmed bookings to corresponding vehicles and monitoring substitute vehicle availability.

** Review and control rental agreements, bookings, and relevant records in company systems to ensure accuracy and completeness.

** Monitor payments related to rental agreements and timely follow-up on payable amounts and other current financial issues.

** Provide timely and professional support to customers via phone and email regarding booking, rental, vehicle, and service inquiries.

** Take responsibility for customer inquiries and problems, resolve issues promptly within the possible scope, and schedule further communication with the relevant team or service provider.

** Assist customers in selecting suitable vehicles based on their needs, budget, preferred category, and availability.

** Clearly and customer-oriented present and offer Hertz-approved rental options and additional services to support sales and service goals.

** Explain rental terms, insurance packages, additional services, local road regulations, parking rules, and applicable fines to customers.

** Monitor fines and expenses related to rental agreements, including those recorded by traffic cameras, parking, damage, and fuel costs, and ensure proper documentation and follow-up.

** Supervise the daily activities of rental agents, monitor task performance, and facilitate maintaining a stable quality of service.

** Ensure compliance with company policies, service standards, and operational procedures, including updated requirements.

** Maintain effective communication and business relationships with corporate partners, including tour companies, hotels, and other business partners.

** Prepare monthly operational and sales reports, including reports on working days, vehicle categories, brokers, brands, and sold additional services.

** Prepare and regularly send reports and invoices to partner companies.

** Communicate with banks and relevant stakeholders on current financial and operational issues.

** Monitor and analyze the vehicle rental market and provide relevant updates to management.

** Prepare, control, and store documentation related to vehicles required for crossing national borders, including powers of attorney issued within leasing agreements.

** Support approved marketing activities, including outdoor advertising, Google Ads monitoring, and activity planning.

** Support the management of the company's social media channels and publish approved offers and updates twice a week.

** Record relevant customer feedback and recurring service issues, share the received information with management, and facilitate continuous improvement of customer service processes.

** Support the implementation of company plans, monitor progress towards set goals, and perform other related duties assigned by the direct manager that correspond to the position's scope.

Qualification Requirements:

** Perfect knowledge of English, with strong verbal and written skills.

** Working level knowledge of Russian for communication with customers and fluent Georgian.

** Higher education is desirable.

** At least one year of experience in customer service or sales; experience in tourism or car rental industry will be considered as an advantage.

** Strong prioritization, time management and organization skills.

** Appropriate planning, coordination, communication and problem-solving skills.

** Ability to confidently use Microsoft Office programs (Word, Excel and PowerPoint) and Microsoft Outlook.

** Ability to work independently and as a team, with an analytical and responsible approach.

** Basic knowledge of social media, including the ability to support approved posts and monitor customer messages or comments if needed.

What We Offer:

** Working environment: friendly, innovative and constantly developing team.

** Development: opportunities for personal and professional growth.