My name is Antoinette and I'm a Reservations Sales Agent for the ABGroup contact centre. The role of a Reservations Sales Agent is to organize car hire both here in Australia and around the globe. It's also to sell our features and benefits and to provide quotes.
I've wanted to be a Reservations Sales Agent because I've always enjoyed talking to customers over the phone and I've always been interested in the travel industry.
A normal working day would be organising car hire for customers, making amendments, selling our features and benefits, and hopefully turning our callers into customers.
An unusual day in the contact centre would be when the phone doesn't ring. There are challenges in our role; often when customers phone us, they've shopped around and called our competitors, therefore it's really important that our rates are competitive, and we try and sell all our features and benefits to turn that caller into a customer.
One thing you don't know about being a Reservations Sales Agent is, often when customers call us, they might not know what they're booking number is, or where they've made their booking for, therefore we have to play the role of a detective and try and find the booking details.
The values, skills and strengths that you need to succeed in a customer service role is to be knowledgeable, to always listen to your customer and to always put the customer first. The work I do makes a difference to ABGroup because over the phone, we're often the first point of contact our customers have with their brand, therefore we're the voice of the company, and if we're friendly and we provide good customer service and we sell all our features and benefits, we can hopefully turn that caller into a customer and that customer turns up at our rental locations around the globe.
The strangest thing I've ever seen while I was at ABGroup is, one Christmas I was helping the staff at Sydney Airport, run cars from the wash bay to the terminal, and I accidentally drove the car through the wash with the windows down and I've given myself a wash in the meantime as well as the car.
When I first started working for the company, I received classroom training, there was also buddy training where I was peered up with someone who was experienced and already performing the role. There is also online training courses, there are lots of opportunities to further develop your skills.
I've worked for Avis and Budget in the past for 6 years and in that time, I've worked in the call centre, I've worked in learning and development, and in sales. There are lots of opportunities within this company; it's up to you if you want to grasp those opportunities.
The culture here is really great, everyone is friendly, it's an open environment, there is a social side to work: we often celebrate each other's birthdays, we have cake, we decorate each other's desks. It's a great team to work for.
ABGroup is different to any other employer I've worked for because it's always felt like a family environment.