Customer Service Representative

Job Description

Overview of the role:To ensure the customer is dealt with in a pleasant, professional and efficient manner providing best in class customer service and products. Ensure high level of customer satisfaction and enhancing the brand image to meet and exceed set standards. Continuously drive Customer Service Value to improve customer engagement.ÿWhat you will do:?ÿAchieve group revenue target for daily, weekly and monthly rentals ? for the branch.ÿ?ÿShould maintain counter as per Hertz International Standards. Image audit and operational audit.?ÿEnsure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system.?ÿCustomer Service/NPS Scores: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner.?ÿManage the pre check ins daily and ensure that closing of rental is done without delay.ÿJustification of unclosed rentals.Taking over a shift:1.ÿCheck the register and POS machines tally.2.ÿCheck the register and cash in hand tally.3.ÿCheck petty cash is correct (pending claims, bills and cash in hand are balanced).4.ÿCheck vehicles physically and confirm they tally with the system.ÿ5.ÿCheck the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)6.ÿOnce everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.ÿTaking over a shift in the case of emergency leave (only one CSR in branch):1.ÿBackup Key with line manager will be handed over to replacement CSR.ÿ2.ÿReplacement CSR must sign a form for receiving branch key.ÿ3.ÿReplacement CSR must hand over the spare key back to supervisor at the end of the shift.ÿ4.ÿAll petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.ÿ5.ÿAll petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.Taking over a shift in the case of Annual leave (only one CSR in branch):1.ÿReplacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.2.ÿReplacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.ÿ3.ÿReplacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)ÿ4.ÿCSR going on leave must take over from the replacement CSR of the branch with the same procedure.Preparation of shift:1.ÿCheck Branch reservations. Print out the required OKC?s and LPO?s Reservationsÿ2.ÿFleet management ? Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift. At the same time, avail a range of vehicles for walkin customers.3.ÿMake sure you have spotted and organized any special requests. Eg, Child seats, deliveries, GPS units etc.4.ÿGold locations need to ensure that agreements are prepared in advance for Hertz tier members (President Circle, Platinum Members). At the same time, avail upgrades where vehicles are available in cases they are entitled to this gold service.5.ÿUpdate the presentation published on the in-branch television with customer names (this makes a customer feel special) ? to be done by locations that have a television set up.6.ÿPrint out pre-closed agreement list.ÿCustomer interaction:1.ÿWelcome any customer as they walk through the office doors or approach your counter ? Giving this to a customer gives them a sense of belonging, they feel that their business is wanted and it?s the beginning to a positive rental process. However, if you are welcoming a customer ?Good afternoon, welcome to Hertz? yet busy doing other things (Walking around the office or filing some paperwork), the welcome has clashed as you don?t yet have time for them. Welcome the customer and make eye contact/look at them as they approach the counter in front of you.2.ÿUnderstand how you can assist the customer (reservation, walkin, off hire etc).3.ÿOffer the customer some coffee or a bottle of water. At times, all CSR?s will be busy with customers, the drivers then need to take the initiative of engaging with the customer and making them feel welcome. Drivers can ask the customer whether they have a reservation, explain to them that they will be assisted in a few moments by one of their colleagues; offer them water/coffee and ask them to take a seat ? Asking the customer to take a seat with a coffee or bottle of water will allow them to feel comforted and welcomed at the same time. CSR?s can also do this if nobody else is in the office (CSR?s need to ensure their drivers are adhering to this).4.ÿCollect the required documents for scanning and ask the customer to fill in a customer declaration form if necessary - Conversing with customers throughout the entire rental process will not make the time they are in the office feel like it is just a legal procedure that has to be done, it will be an experience. Ask customer?s whether they are here on business or holiday; maybe give some opinions on what they can do if they are in Dubai for leisure ? Customer interaction/engagement will make the process seem less lengthy and will definitely ensure positive feedback.5.ÿComplete the transaction ensuring a smooth process; Open the Rental agreement with the desired vehicle ensuring any additional services (Oman insurance, Additional driver etc) are taken into account.6.ÿProceed with the credit card transaction; reiterate to the customer of the transaction that is about to take place (?I am about to block an amount of AED2000 for the rental + security deposit?).7.Verify with the customer if there is anything further you may assist them with, provide them with a business card as well as a map for the Hertz location they have chosen to off hire at. Introduce them to the driver who will assist them with their vehicle. (CSR?s assist with check-ins as well as check-outs if driver?s are busy)8.Check-ins to be assisted to the correct parking location.9.If a customer is in a rush upon off-hire, check the vehicle, confirm their email address and send them an invoice via email.Explain the vital points in the agreement to the customer:-ÿContact number and agreement number in the case assistance is required-ÿValidity of the contract-ÿFuel charges (to be returned full in case an exchange of vehicle is required; to avoid charges)ÿ-ÿTotal cost of rental-ÿExplain the insurance policy in accordance to the insurance policy availed as well as informing all customers, tire damages are not covered by the insurance policy.-ÿSalik charges of AED5/- per crossing as well as a 12% service charge on any violations with the police. (Also inform the customer, salik and traffic fine charges may be collected after off-hire which will then be charged on their credit card in the future)-ÿOn monthly rentals, explain the 5000kms limit (AED0.30/- per KM thereafter). Monthly rentals are on a 30-day basis rather than the entire month (31 days).-ÿEnsure the customer is aware that if they would like to extend their contract, they can do so via telephone using the same credit card. Ensure they are aware if they do not inform Hertz in regards to the extending the contract, Hertz will automatically charge them on their credit card 48 hours after expiry of the contract.-ÿIn the case of early off hire, the refund process will take 21 working days from the date of closure.-ÿAll ancillary charges incurred within one month of closing of contract will be recovered automatically from the credit card submitted at the time of rental.ÿThroughout your shift:1.ÿCheck and respond to emails.2.ÿBank deposits.3.ÿEnsure we have the correct stationary for smooth running of business (if not, order stationary via the back office).4.ÿCoordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift.5.ÿIf there are any concerns you feel you cannot make a decision for, raise this to your supervisor at the earliest for rectification.6.ÿCoordinate with your drivers to move all reservation vehicles to the front office for a fast and smooth check-out process.7.ÿEnsure all Rental agreements that have opted for collection are closed within a minimal time frame to avoid a large number of pre-closed agreements stacking up.ÿClosing of shift:1.ÿCheck the register and POS machines tally.2.ÿCheck the register and cash in hand tally.3.ÿCheck petty cash is correct (pending claims, bills and cash in hand are balanced).4.ÿClose your shift.

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