Customer service agents (Ref 6089) Cape Town Airport

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Customer service agents

Cape Town Airport

R 12 500 to R 15 000 basic negotiable based on experience

Customer Service Agents contribute to the success of the Company by assisting customers with their vehicle

rentals to ensure a positive customer experience while promoting and selling our additional products and

services utilising proven sales techniques. The ideal candidate must excel at multitasking and move seamlessly

between operational functions while providing customers with exceptional service.

OVERVIEW OF JOB RESPONSIBILITIES:

DAILY PLANNING (PRE-RENTAL)

Ensure you are well presented in accordance with the Company’s grooming policy.
Perform daily fleet checks, which include stock and key checks, to mitigate risk and manage fleet.
Perform daily extras inventory checks to mitigate loss and ensure adequate supply.
Effective fleet planning to ensure there is a healthy mix of vehicles at the branch for new reservations and walk-up rentals.
Ensure each reservation has an allocated vehicle taking note of customer requests.
Ensure adequate resources to cover deliveries and collections for the day. (You will therefore need to arrive sufficiently early and pre-inspect all vehicles

for quality and cleanliness.)

Ensure vehicles are in rentable condition before delivery.

General office duties, including but not limited to, printing, scanning and filing.

CHECK-OUT (COLLECTIONS)

Welcome customers with professional enthusiasm.
Assist new and existing customers with enquiries, quotations, bookings, and rental contracts. Helping customers choose a vehicle that meets their needs, based on factors such as price, mileage allowance, and number of seats.
Process rental agreements with accuracy and detail. Explaining insurance coverage, including deductible requirements and optional coverage available for an additional fee.
Upsell optional extras while using approved sales techniques to disclose rates, terms and conditions of rental and obtain customer signatures.
Build rapport with every customer – be patient, maintain a positive, enthusiastic and supportive attitude and make the client feel at ease at all times.
Providing customer service by directing customers to their assigned vehicle and assisting with the car park exit process. – This includes a thorough vehicle inspection with the customer before leaving the premises.

CUSTOMER SUPPORT (MID-RENTAL)

Adhere to telephone etiquette at all times – calls must be answered within three rings. (Ensure you actively listen to the customer and take notes.)
Follow-up on payments for rental extensions and liaise with the risk department regarding non-payment.
Adhere to risk policies to mitigate theft of Company assets.
Attend to vehicle exchanges and breakdowns swiftly by following the correct procedures and contacting the relevant departments when roadside assistance is required.

CHECK-IN (RETURNS)

Effectively handle all aspects of the rental check-in process in accordance with the company’s quality control, claims and accident policies and procedures – This includes a thorough vehicle inspection upon return with the client before leaving the premises.
Ensure completeness of all claims documentation and assist with the timeous claims invoicing and billing when required.

ADMINISTRATIVE CLOSURE (POST CHECK-IN)

Send final invoices to customers and process customer refunds.
Resolve customer queries professionally using effective customer service techniques.
Deliver the highest level of customer service resulting in brand loyalty.

DESIRED ATTRIBUTES:

Professional in appearance and articulate.
Passion for sales: exceeding customers’ expectations while meeting profit-driven sales targets.
A self-starter: must have the ability to take ownership of tasks and to work without constant supervision.
Enjoy working in a fast-paced environment

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