Customer Service and Operations Representative
You will play a crucial role in ensuring a seamless and positive experience for our customers throughout the rental process.
Key Responsibilities:
* Manage customer enquiries, processing rental transactions, and overseeing operational aspects to guarantee efficient functioning of our rental services.
Customer Interaction:
* Respond promptly and professionally to customer enquiries via phone, email, and in-person.
* Provide accurate information regarding Flexi rental options, vehicle selection, pricing, and terms & conditions.
* Address and resolve customer concerns, ensuring a high level of customer satisfaction.
Rental Process Management:
* Process rental orders, including reservation creation, vehicle allocation, and transportation.
* Coordinate the pick-up and return of rental vehicles, ensuring a smooth customer experience.
* Conduct pre- and post-rental vehicle inspections through our Car-Check app, ensuring all damages are recorded correctly.
Operational Oversight:
* Monitor and manage the availability of rental vehicles, ensuring sufficient vehicles are available.
* Collaborate with suppliers to address maintenance needs, repairs, and fleet logistics.
* Manage vehicle movements – local deliveries and collections (clients and suppliers).
* Ensure proper fueling of vehicles.
Customer Awareness:
* Ensure customers are made aware of rental policies, safety guidelines, and the proper use of rental vehicles.
Requirements:
* A minimum of 3 years' experience in the automotive or customer service industry.
* A high level of computer literacy, proficient in Microsoft Word, Excel, and PowerPoint.
* A pragmatic decision-maker with good technical knowledge.
* A good understanding of vehicle logistics and inventory controls.
* Strong numerical aptitude with an extremely high level of attention to detail.
* Excellent interpersonal, oral, and written communication skills.
* A flexible approach, willing to carry out a variety of tasks/activities as requested and be prepared to work additional hours as necessary.
* A team player who actively participates in shared objectives and has enthusiasm and commitment to work towards team goals.
* A full clean driving license for a minimum of 2 years.
* A high customer satisfaction drive, comfortable negotiating and talking to clients.