Reservations Specialist

Role overview

This position acts as the connection point between the organization and its current as well as prospective customers worldwide, with the goal of maintaining and expanding specialty customer accounts. The role focuses on handling customer needs before, during, and after car rental experiences, while taking full ownership of resolving questions, concerns, and complaints for high-value corporate and other customers. Delivering a consistently strong customer experience is central to every action and decision in this role.

Key responsibilities

• Review customer requests, questions, and requirements carefully, then provide accurate information and suitable options for new and existing car rental reservations. Where appropriate, recommend and promote additional products and services to support revenue growth.
• Ensure every customer interaction follows company policies and maintains the expected level of service quality and professionalism.
• Investigate customer concerns and provide clear, practical solutions for issues connected to both past and upcoming car rentals.
• Enter customer details accurately into company systems to support tracking and retention of records, while continuing to follow company standards for service and conduct.
• Prepare, complete, and process forms and reports related to special reservation handling requests with speed and accuracy.
• Work with field operations teams by phone and email to coordinate upcoming reservations and look into customer service issues, ensuring adjustments are completed correctly and on time. Draft customer communications using strong grammar and professional language.
• Contribute to special projects and carry out other duties as assigned.

Qualifications and experience

• High school diploma is required.
• At least 1 year of relevant current experience in customer care or inside sales is required.
• Alternatively, candidates with 3 CXC/CSEC subjects, including English, and at least 6 months of BPO or sales experience may be considered.

Skills and abilities

• Strong verbal and written communication
• Active listening and telephone etiquette
• Negotiation and sound decision-making
• Problem-solving and customer issue resolution
• Analytical, numerical, and organizational ability
• Proficiency with MS Outlook, MS Office, and specialized business applications
• Ability to manage complex customer situations professionally
• Self-motivation and initiative to exceed expectations
• Attention to detail
• Ability to work independently and collaboratively
• Fluency in spoken, written, and read English
• Consistent, punctual attendance

Additional information

This role involves researching and resolving customer needs related to car rental reservations across the pre-rental, active rental, and post-rental stages. It also includes handling special processing requests and supporting customer retention and business growth through strong service delivery.