selezioni eures per la società hertz di dublino a roma e sassari

DIREZIONE GENERALE DEL MERCATO DEL LAVORO
COORDINAMENTO NAZIONALE EURES
DIV. I
SELEZIONI EURES PER LA SOCIETÀ HERTZ DI DUBLINO
A ROMA E SASSARI
La società mulitinazionale HERTZ, con sede europea a Dublino, operante nel settore del
noleggio auto ricerca 20 giovani da impiegare come agenti di contatto e prenotazione con
contratto a tempo indeterminato o determinato presso il proprio call centre di Dublino.
Le selezioni si svolgeranno a:
Roma in collaborazione con Regione Lazio e Provincia di Roma il 10 e 11 febbraio
2009
Sassari in collaborazione con la Provincia di Sassari il 12 e 13 febbraio 2009
Tutti coloro che fossero interessati a partecipare potranno inviare un CV e foto tessera, in
lingua Italiana ed Inglese, ai seguenti indirizzi di posta elettronica, entro e non oltre il 5
febbraio 2009:
ROMA : [email protected]
SASSARI: [email protected]
Requisiti richiesti: Cittadinanza comunitaria ottima conoscenza dell’Italiano e dell’Inglese;
Titolo di studio: Diploma di scuola media superiore (il Diploma di Laurea in materie
umanistiche preferibilmente in Lingue o Turismo costituirà titolo preferenziale) gradita una
precedente esperienza specifica pregressa, familiarità con i principali pacchetti applicativi
informatici
Capacità comunicative: abilità nella vendita capacità di lavorare in team
Condizioni di lavoro
Sede di lavoro: Dublino
Durata contratto: indeterminato o determinato (minimo 6 mesi)
Salario mensile netto: 1600 € (esclusi incentivi alla vendite)
Orario di lavoro: 37,5
Per ulteriori informazioni circa il profilo professionale richiesto e le condizioni del contratto
si allega la seguente documentazione:
Job Description
Working hours and salary
Relocation
I candidati pre-selezionati saranno convocati direttamente dai Consulenti Eures delle
regioni interessate.
JOB D ESCRIPTION – CONTACT CENTRE AGENT- RESERVATIONS
A. Reporting to : Market Team Leader, Contact Centre, HESC
B. Job purpose (mission or “raison d’être”)
The pr im a r y m ission of t he Con t a ct Ce n t r e Age nt - Re se r va t ions is to handle all
incoming customer calls in line with Hertz quality standards, procedures and guidelines,
working with and through others, building and maintaining relationships, in order to sell
and promote reservations and Hertz products. Exceeding the customer’s service
expectations while converting phone calls into reservations.
Key- result areas
(Major Accountabilities)
1. Receive incoming calls from the market, whilst converting the maximum number of
these calls and enquiries into sales.
2. Sell Hertz products and services where appropriate to ensure that more and more
customers are aware of and involved in Hertz loyalty programmes.
3. Achieve performance targets (sales, call-handling and quality) as set out by the Market
Manager and Team Leaders.
4. Contribute to the achievement of team targets by active participation in team briefs and
1-2-1 meetings.
5. Communicate to Team Leaders all relevant customer feedback to facilitate on-going
improvements in our service and prices and the continuous improvement of the Contact
Centre.
6. Track all reservations on-request and provide the customer with a timely and efficient
response
7. Working as part of a team and be able to stimulate and motivate others while being
aware of and responsive to their needs and concerns
8. Assist other markets by handling cross-market calls, ensuring that as many calls as
possible are handled and converted into sales
9. Dealing with customer complaints in a professional manner to reinforce a positive image
of Hertz.
10.Tutoring new Reservation sales agents to assist in the on-the-job training of new team
members.
11.Ad-hoc tasks as assigned by the Team Leader.
C. Job Contacts (main interfaces inside and outside the company)
Team Leader / STL / ETL
Manager
Mentors
Res Agents
D. Job dimensions
Customers
Hertz Branches
HQ – Corporate & Franchisee
HESC Departments
(Authority/Autonomy)
The incumbent is responsible for working with and through others, building and
maintaining relationships, and working closely and accurately within established guidelines.
The person must be friendly and genuinely interested in the business, agenda, and needs
of others, including the company, its management, the team, the company's customers, or
all of the above. The person needs to involve others in the decision-making; there is a need
to build consensus rather than make decisions alone.
Budget: tbd
People: tbd
Key
Performance
Indicators
KPI 1
KPI 2
KPI 3
KPI 4
Sales
Quality
Productivity
Procedure
E. Knowledge, skills and experience required
Professional Experience
Previous experience in a sales, customer service environment or contact centre required
Knowledge
Good working knowledge of Microsoft: Word & Excel
Fluency in English and / or appropriate market language essential
Leaving Certificate or equivalent education standard required
Skills
Strong Sales Skills, persuasive, "selling" (rather than "telling")
Highly Customer Service Oriented with adherence to established guidelines and
procedures
Excellent communication skills – Written & Spoken
Excellent problem solving skills and ability to prioritise
Ability to work in a Fast-paced environment
Socially-focused; with "how can I help you?" attitude
Good Team Player with ability to build and maintain relationships
Competencies
PRIMARY
Relationship Management & Team Working
Effective Communication
Business & Customer Orientation
Analysis & Decision Making
Organisation & Resource Management
Personality traits
Drive & initiative
Professionalism & resilience
Adaptable and flexible
WORKING HOURS AND SALARY
Working hours for Reservations is based on an 4 week shift rotation basis. Earliest shift
would be - starting 7:00 AM finishing 3:30 PM.
Latest shift would be - starting at 1:45 PM finishing at 10:00 PM.
Shifts rotate on a weekly basis. Res agents are expected to work 1 full weekend & another
Sat/ Sun per month. When a full week end is worked, 1 day will be given in lieu (between
Mon & Fri) before a weekend and another day after the weekend.
During the shift rotation, Reservation Agents are never scheduled for more than six
consecutive days.
You must also be available to work a siesta/split shift whereby you are required to work the
following hours
8 am until 11:30, recommencing at 14:00 p.m until 18:00 p.m
or
9am until 12 noon re-commencing work at 3.30pm until 8pm.
The siesta shift operates during peak season (May-August) or when business needs
requires it.
Salary
The basic salary is Euro 20879 per annum.
There is also an annual bonus potential - On Target earnings can be expected to be in the
region of Euro 2300 per annum.
An Uncapped bonus also applies. So if you earn higher than the target you can earn a
higher amount.
RELOCATION
This document explains the Relocation Process at Hertz.
The Benefits
Should you be offered a position in the Hertz European Service Centre, the company will
pay for your flight to Ireland and for your accommodation in a local Bed & Breakfast or
Hertz house for up to a maximum of 14 days (7 for employees with fixed term contract, i.e
6 months).
This is to give you a chance to find your own accommodation.
Your Commitment
Should you leave before completing one year of continuous service, you must repay the
cost of the accommodation and the flight to the company. This could be as much as €
1650. This package only applies to people who are interviewed outside Ireland.
Details
You organise and pay for your flight to Dublin. Bring your flight ticket into Hertz on your
first day and the cost of the ticket will be re-imbursed to you within 2 weeks. Hertz will reimbures expenses to up to € 200 for flight cost, extra luggage, train-, taxi fare and similar.
In exceptional circumstances, you may have to pay more than this, if so, please check with
Hertz before purchasing your ticket or Hertz will not cover any amount over €200.
If you wish to bring your car to Ireland, you may travel by ferry instead. Hertz will pay for
the ferry ticket and B&B accommodation along your route providing the total does not
come to more than € 200. Unfortunately, we cannot pay for petrol. Remember that in
Ireland we drive on the left hand side of the road and that car insurance in Ireland is quite
expensive.
You must be available to start by 9:00 am on the Monday morning of your start date. You
should arrive in Dublin the latest on Sunday before you are due to start. All relocators must
contact Hertz (contact details below) at least 2 weeks before arriving in Dublin (if possible)
with their flight, arrival details and cost.
This will allow Hertz to organise the
accommodation.
Hertz will organise your accommodation for you, so that you have somewhere to stay in
Dublin on arrival. This is normally in a Hertz house in Swords, or in a local B&B. Hertz will
pay for up to 21 nights accommodation for you, if you find your permanent accommodation
before this time, you must give your B&B a weeks notice as a matter of courtesy.
Fina lly ple a se br ing sufficie nt fu nds t o cove r your cost of living for up t o 4 w e e k s
or until you get paid.
Please contact:
Malini Ramdas :
00353 1 813 3187 or email [email protected]
LIVING & WORKING IN IRELAND
The following information gives the Internet addresses of a number of web sites,
which give up- to- date information on living and working in Ireland
Irish Golden Pages
Newspapers & TV
Irish Times
www.independent.ie
Sunday Business Post
Examiner
State Radio & TV
www.goldenpages.ie
www.ireland.com / www.irishtimesjobs.com
www.sbpost.ie
www.examiner.ie
www.rte.ie
Government Departments
Government of Ireland Site
Personal Taxation
Social Security
Environment
Health and Children
Enterprise, Trade & Employment
Finance
Justice, Equality & Law Reform
Public Enterprise
Social Community & Family Affairs
www.irlgov.ie
www.revenue.ie
www.welfare.ie
www.environ.ie
www.doh.ie
www.entemp.ie
www.finance.gov.ie
www.justice.ie
www.dpe.ie
www.dscfa.ie
Working Conditions
The Department of Enterprise, Trade and Employment, (Davitt House, 65A, Adelaide Road,
Dublin 2) publishes a series of booklets which detail your rights as a worker in Ireland;
Guide to Labour Law in Ireland, Unfair Dismissals Acts, Payment of Wages Act, Terms of
Employment Act, Holidays & Public Holidays Acts.
The minimum wage is €6.35.
Accommodation & Travel
Dept. of Environment
www.environ.ie
Accommodation
www.daft.ie
Accommodation
www.irishpropertynews.com
Accommodation
www.housefinder.ie
Accommodation
www.myhome.ie
Irish Auctioneers & Valuers Institute (IAVI)
www.iavi.ie
Bed & Breakfast
www.visit.ie
Travel
www.goireland.com
ACCOMMODATION COSTS IN IRELAND AS OF FEBRUARY 2003
Average Rents in Dublin per month
(FULLY FURNISHED)
Euro
1 Bedroom Apartment
2 Bedroom Apartment
3 Bedroom House
Bedsit / Studio
900
1100
1200
450
Average Apartment Prices (Purchase)
Euro
Dublin
National Average
245,000
184,000
Average House Prices (Purchase)
Euro
Dublin (Second hand)
National Average
253,000
180,000