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.

What you will do:

•   Achieve group revenue target for daily, weekly and monthly rentals – for the branch.

•   Should maintain counter as per Hertz International Standards. Image audit and operational audit.

•   Ensure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system.

•   Customer 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.

•   Manage the pre check ins daily and ensure that closing of rental is done without delay. Justification of unclosed rentals.

 Taking over a shift:

1.   Check the register and POS machines tally.

2.   Check the register and cash in hand tally.

3.   Check petty cash is correct (pending claims, bills and cash in hand are balanced).

4.   Check vehicles physically and confirm they tally with the system.

5.   Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)

6.   Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

Taking over a shift in the case of emergency leave (only one CSR in branch):

1.   Backup Key with line manager will be handed over to replacement CSR.

2.   Replacement CSR must sign a form for receiving branch key.

3.   Replacement CSR must hand over the spare key back to supervisor at the end of the shift.

4.   All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.

5.   All 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.   Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.

2.   Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.

3.   Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)

4.   CSR going on leave must take over from the replacement CSR of the branch with the same procedure.

Preparation of shift:

1.   Check Branch reservations. Print out the required OKC’s and LPO’s Reservations

2.   Fleet 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.   Make sure you have spotted and organized any special requests. Eg, Child seats, deliveries, GPS units etc.

4.   Gold 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.   Update 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.   Print out pre-closed agreement list.