Customer Relationship Officer | Europcar | King Shaka Airport REF13858

Business Unit: Europcar & Tempest Car Hire

Based at/in: King Shaka International Airport

Position overall objective:

The purpose of the position is to develop relationships and maintain close contact with existing customers, particularly VIP and regular renters; support branch service delivery and the achievement of customer experience targets; create and maintain a promotable image for the branch and the business through friendly and professional customer interaction, use of initiative and implementation of areas for improved customer service.

Minimum Experience:

• 2 years front office/face-to-face customer service experience in a pressurized environment.

Minimum Qualification:

• Grade 12

Preferred Qualification:

• NQF5 qualification in Sales, Marketing, Customer Management, Communication or other relevant tertiary qualification.

Minimum Requirements:

• Valid, unendorsed Code 8 driver's license
• Computer literate: must have an intermediate level of proficiency with MS Excel and Word as a minimum.
• Excellent command of the English language (verbal & written).
• Bilingual or multilingual would be an advantage.

Essential to note: The appointed person may be required to work weekends and shifts.

Job Outputs:

CUSTOMER

• Handling and resolving customer complaints/queries/requests.
• Processing daily customer feedback data, contacting relevant customers and escalating unresolved matters as per procedural requirements and time frames; maintaining records on a daily basis.
• Develop and maintain relationships with all customers (internal and external).
• Offering new products and services to existing customers.
• Focus on delivering excellent customer service.
• Establish and maintain networks in the business sector.
• Greeting customers at the entrance to the branch and assisting with customer queries prior to check-out.
• Greeting VIP customers at the termination kiosk, as required.
• Meeting VIP customers after working hours, as required.
• Follow up telephonically with the express counter after hours regarding special requests to ensure that requests are running smoothly and being met.
• Monthly reporting on customer feedback for client complaints and compliments.
• Evaluating trends and actioning with relevant departments.
• Inspiring and motivating staff to deliver a world class service to all clients, internal and external.
• Ensuring that VIP card & special request procedure is followed at all times from reservation stage to correct vehicle allocation and identification, in accordance with quality standards, to the check-out procedure, on-rent assistance and vehicle termination.
• To ensure that all customers, including Platinum Card holders and VIP customers, receive 1st class service at all times:-
• Check daily reservations the day before for Platinum service failures.
• Dealing with regular queries and complaints.
• Monthly reporting of Platinum service failures and taking the required action to rectify the problem.
• Identify special occasions with Platinum Card holders (birthdays, anniversaries, etc).
• Pull the upgrade report for the region, highlighting the Platinum customers and comment on the upgrades by more than one vehicle group.

FINANCIAL

• Contribute to revenue growth by ensuring walk-up customers leave with a vehicle and up-sells happen as far as possible.
• Control of costs through careful monitoring of upgrades and compensation offered.

PROCESS

• Daily analysis of customer feedback data.
• Monthly revenue analysis:-
• Top 5 revenue and rental accounts
• Upgrade/Downgrade report
• Compile monthly statistical report:-
• Clientele per day
• Reservations vs no shows vs walk up per day
• Rental Agreement audits
• Review daily rental check-outs to ensure procedures and paperwork is 100% accurate.
• Compilation of special requests and Platinum Card holder report and forwarding to the relevant parties daily.

EVENTS

• Organize upcoming events and promotions for all occasions at the Airport.
• Responsible for co-coordinating/assisting with and planning certain events taking place in the Western Cape.

Competencies:

• Communication Skills: articulate and well-spoken with internal and external customers on all levels, highly developed written communication ability.
• Excellent interpersonal skills
• Excellent telephone and face-to-face customer relations skills.
• Customer Relationship Management
• Client focused
• Planning and Organizing Skills
• Creative Problem Solving Skills: understanding the facts, getting to the root cause to identify problems, creatively finding solutions, and implementing solutions quickly.
• Able to thrive under high levels of pressure and remain composed.
• Optimistic Leadership: the ability to motivate, develop and inspire an enthusiastic team to achieve remarkable results and drive real customer service excellence.
• Ability to demonstrate initiative
• Good Judgment
• Must exhibit good time management skills, demonstrating a sense of urgency and commitment.
• A team player that is effective in working with people of different cultures and backgrounds.
• Product/ Service/ Process Knowledge
• Computer Literate

Personal Attributes:

• Committed
• Professional
• Resilient
• A creative thinker
• Energetic
• Friendly
• Attentive, a good listener
• Calm under pressure
• Impeccably groomed
• Passionate about customer service; a true service excellence champion.
• Flexible, self-motivated, trustworthy and highly responsible.
• Honesty and integrity in all business dealings.