Customer Service Representative – Frontline Support

About the role

Join Smartsourcing as a Customer Service Representative and deliver exceptional experiences to every client. You will handle inbound and outbound calls, email inquiries, and reservation assistance for rental vehicles, ensuring prompt, accurate, and friendly support.

Key responsibilities

• Answer inbound and make outbound calls related to routine rental vehicle concerns, bookings, and service requests.
• Listen actively, ask clarifying questions, and provide accurate information based on approved procedures and scripts.
• Assist customers with booking inquiries, vehicle availability checks, rental extensions, and routine changes.
• Respond to customer emails using approved templates, ensuring clear and professional communication.
• Document customer interactions, maintain accurate records, and follow up as needed.
• Escalate complex, sensitive, urgent, or approval‑dependent issues to the Team Lead or appropriate stakeholder.

Required profile

• Strong verbal and written communication skills in English.
• Professional, calm, and customer‑focused demeanor during all interactions.
• Ability to actively listen, ask clarifying questions, and understand customer needs.
• Attention to detail when reviewing booking details and customer information.
• Willingness to follow approved procedures and scripts.

Required skills