Specialist : Client Liaison | Europcar | Jet Park at Motus Holdings Limited

Position Overview    

• The purpose of the position is to support the achievement of the business’s targets and increase shareholder value by to providing end-to-end rental customer experience whilst maintaining close contact with all customers, providing day to day interaction between staff, customers and management and ensuring that only excellent performance is accepted.

Specific Role Responsibilities    
Job Outputs:

Reservations and Rentals:

•  Ensuring that deliveries and collections are done on time as per client request/booking requirements. This may entail leaving the office and handling the delivery in person or coordinating another resource to do so.
•  Making, amending, cancelling and monitoring reservations as required.
•  Provide excellent customer service, effectively assisting with customer queries.
•  Various admin and general office duties, for example capturing fuel, VRV’s, non revs etc., following up on overdue rentals, scanning, partial billing, claims reports.
•  Responsible for the security and quality control of vehicles and other company property.
•  Adherence to good housekeeping and general cleanliness standards for branch environment.
•  Ensuring the necessary updating of claims information to ensure recovery of all rental related claims.
•  Assist with streamlining processes without deviating from quality or procedures.
•  Other duties on request.

Customer Service:

•  Develop and maintain constructive relationships with all clients (internal and external) and suppliers.
•  Establish and maintain networks in the business sector.
•  Handling of complaints, requests and queries by customer within a 48-hour period.
•  Constantly maintain product knowledge of vehicles and all features of vehicles to ensure that customer requirements are met. Fleet
•  Ensure all company assets and resources are safeguarded at all times, by taking precautions to minimize risks.

Qualifications and Experience    
Minimum Experience:

•  5 years of relevant customer service experience.

Preferred Experience:

•  5 years of relevant customer service experience within Car Rental environment.

Minimum Qualification:

•  NQF level 4 qualification (Grade 12, or similar).
•  Relevant tertiary qualification will be an advantage.

Minimum Requirements:

•  Code 8 driver’s license is minimum; Code 10 driver’s license is preferred.
•  Computer literate with intermediate skills with MS Word and MS Excel.

Skills and Personal Attributes    
Competencies:

•  Excellent communication (articulate and well-spoken, comprehension), telephone, customer relations and selling skills.
•  Excellent interpersonal skills.
•  Customer focus and the ability to demonstrate initiative.
•  Strong administration skills.
•  Able to handle pressure and exhibit good time management skills, demonstrating a sense of urgency and commitment.
•  Achieve high levels of accuracy and attention to detail.
•  A team player that is effective in working with people of different cultures and backgrounds.
•  Assertive and ability to collaborate with other stakeholders.

Personal Attributes:

•  Committed.
•  Professional.
•  Resilient.
•  Passion for service excellence.
•  Energetic, self-motivated, flexible.
•  Trustworthy, highly responsible, honesty and integrity in all business dealings.
•  Neat and presentable.