Job Description

Business Unit:

Europcar & Tempest Car Hire

Based at/in:

King Shaka International Airport

Position overall objective:

The purpose of the position is to develop relationships and maintain close contact with existing customers, particularly VIP and regular renters; support branch service delivery and the achievement of customer experience targets; create and maintain a promotable image for the branch and the business through friendly and professional customer interaction, use of initiative and implementation of areas for improved customer service.

Minimum Experience:

2 years front office/face-to-face customer service experience in a pressurized environment.

Minimum Qualification:

Grade 12

Preferred Qualification:

NQF5 qualification in Sales, Marketing, Customer Management, Communication or other relevant tertiary qualification.

Minimum Requirements:

Valid, unendorsed Code 8 driver's license Computer literate: must have an intermediate level of proficiency with MS Excel and Word as a minimum. Excellent command of the English language (verbal & written). Bilingual or multilingual would be an advantage.

Essential to note: The appointed person may be required to work weekends and shifts.

Job Outputs:

CUSTOMER

Handling and resolving customer complaints/queries/requests. Processing daily customer feedback data, contacting relevant customers and escalating unresolved matters as per procedural requirements and time frames; maintaining records on a daily basis. Develop and maintain relationships with all customers (internal and external). Offering new products and services to existing customers. Focus on delivering excellent customer service. Establish and maintain networks in the business sector. Greeting customers at the entrance to the branch and assisting with customer queries prior to check-out. Greeting VIP customers at the termination kiosk, as required. Meeting VIP customers after working hours, as required. Follow up telephonically with the express counter after hours regarding special requests to ensure that requests are running smoothly and being met. Monthly reporting on customer feedback for client complaints and compliments. Evaluating trends and actioning with relevant departments. Inspiring and motivating staff to deliver a world class service to all clients, internal and external. Ensuring that VIP card & special request procedure is followed at all times from reservation stage to correct vehicle allocation and identification, in accordance with quality standards, to the check-out procedure, on-rent assistance and vehicle termination. To ensure that all customers, including Platinum Card holders and VIP customers, receive 1st class service at all times:- Check daily reservations the day before for Platinum service failures. Dealing with regular queries and complaints. Monthly reporting of Platinum service failures and taking the required action to rectify the problem. Identify special occasions with Platinum Card holders (birthdays, anniversaries, etc). Pull the upgrade report for the region, highlighting the Platinum customers and comment on the upgrades by more than one vehicle group.

FINANCIAL

Contribute to revenue growth by ensuring walk-up customers leave with a vehicle and up-sells happen as far as possible. Control of costs through careful monitoring of upgrades and compensation offered.

PROCESS

Daily analysis of customer feedback data. Monthly revenue analysis:- Top 5 revenue and rental accounts Upgrade/Downgrade report Compile monthly statistical report:- Clientele per day Reservations vs no shows vs walk up per day Rental Agreement audits Review daily rental check-outs to ensure procedures and paperwork is 100% accurate. Compilation of special requests and Platinum Card holder report and forwarding to the relevant parties daily.

EVENTS

Organize upcoming events and promotions for all occasions at the Airport. Responsible for co-coordinating/assisting with and planning certain events taking place in the Western Cape.

Competencies:

Communication Skills: articulate and well-spoken with internal and external customers on all levels, highly developed written communication ability. Excellent interpersonal skills Excellent telephone and face-to-face customer relations skills. Customer Relationship Management Client focused Planning and Organizing Skills Creative Problem Solving Skills: understanding the facts, getting to the root cause to identify problems, creatively finding solutions, and implementing solutions quickly. Able to thrive under high levels of pressure and remain composed. Optimistic Leadership: the ability to motivate, develop and inspire an enthusiastic team to achieve remarkable results and drive real customer service excellence. Ability to demonstrate initiative Good Judgment Must exhibit good time management skills, demonstrating a sense of urgency and commitment. A team player that is effective in working with people of different cultures and backgrounds. Product/ Service/ Process Knowledge Computer Literate

Personal Attributes:

Committed Professional Resilient A creative thinker Energetic Friendly Attentive, a good listener Calm under pressure Impeccably groomed Passionate about customer service; a true service excellence champion. Flexible, self-motivated, trustworthy and highly responsible. * Honesty and integrity in all business dealings.