Overview of the role:

To improve overall customer satisfaction by ensuring that the customer is dealt with in a pleasant and professional manner by adhering to agreed Hertz standards concerning Vehicle delivery and collection, service and maintenance, end of contracts, exchanges and transfers.

What you will do:

1.Acting as a mentor to the drivers to help them understand the importance of delivering a great customer service experience.
2. Ensure they understand what is expected from them at work to meet the overall department targets.
3. Assist the Supervisor/Manager to hold regular team meetings and Gallup Impact Planning sessions with the team and update action plans online with effective implementation.
4.Take on ownership of additional reporting such as Daily vehicle inventory, Fleet on replacement & Vehicle Ageing etc. to improve the overall efficiency of the department.
5.Ensure Lease ready vehicles are delivered on time, as to meet the TAT for Vehicle in branch ageing and to reduce the overall count of fleet on replacement.
6. Being the point of contact for key accounts, ensuring follow ups are done for service bookings and Maintenance related task.
7. Ensure KPIs for key accounts, reference service and maintenance is met and exceeded at all times.
8. Ensure all policies and procedures relating to Customer Query Handling, Complaints resolution are strictly adhered to, to ensure customer satisfaction.
9. Where required customer challenges are escalated to the Team Leader/Supervisor/Manager as per process agreed.