Reservations & Customer Care Representative

Reservations & Sales

• Handle incoming reservations and enquiries through telephone, email, online platforms and other communication channels.

• Prepare accurate quotations and follow up on enquiries to maximise booking conversions.

• Process new reservations, amendments, extensions and cancellations accurately and efficiently.

• Identify opportunities to promote vehicle upgrades, additional services and other rental products.

• Maintain accurate reservation records and ensure all relevant customer information is correctly recorded.

• Monitor pending enquiries and follow up proactively to secure potential business.

Customer Experience

• Provide professional, friendly and efficient assistance to customers before, during and after their rental.

• Handle customer queries, concerns and complaints promptly, professionally and with a solution-oriented approach.

• Take ownership of customer issues and ensure appropriate follow-up until resolution.

• Maintain high standards of written and verbal communication.

• Contribute towards improving customer satisfaction, service quality and the overall rental experience.

Operational Coordination

• Liaise closely with the operations and airport teams to ensure reservations are fulfilled efficiently.

• Coordinate vehicle availability, special requests and last-minute booking changes.

• Communicate relevant reservation information accurately and promptly to the departments concerned.

• Identify potential operational challenges and take proactive steps to minimise disruption to customers.

• Excellent written and spoken English. Knowledge of Maltese and additional languages will be considered an asset.

• Previous experience in reservations, customer service, hospitality, tourism or a similar customer-facing role.

• Strong organisational and time-management skills, with excellent attention to detail.

• Confident communication skills and the ability to deal professionally with different customer situations.

• A proactive, responsible and solution-oriented approach to work.

• Ability to work independently, take initiative and manage multiple tasks effectively.

• Good computer literacy and the ability to learn reservation and business management systems.

• A commercially minded attitude, with the ability to identify sales opportunities while maintaining excellent customer service.

• Ability to remain calm, professional and efficient under pressure.

Previous experience within the car rental industry will be considered an advantage, although it is not essential.

• A competitive remuneration package, commensurate with experience and capabilities.

• Performance-based incentives.

• A stable, full-time position within an established and growing company.

• The opportunity to work with internationally recognised car rental brands.

• Training and ongoing professional development.

• A supportive and professional working environment.

• Opportunities for career progression based on performance and commitment.