Customer Service Representative Full Time

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 engagemen

What you will do:

Preparation of shift:

Check Branch reservations.

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.

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

Gold locations need to ensure that agreements are prepared in advance for Hertz tier members (President Circle, Platinum Members). .

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.

Customer interaction:

Welcome any customer as they walk through the office doors or approach your counter –Giving this to a customer gives them a sense of belonging, they feel that their business is wanted and it’s the beginning to a positive rental process. However, if you are welcoming a customer ‘Good afternoon, welcome to Hertz’ yet busy doing other things (Walking around the office or filing some paperwork), the welcome has clashed as you don’t yet have time for them.

Welcome the customer and make eye contact/look at them as they approach the counter in front of you.

Understand how you can assist the customer (reservation, walkin, off hire etc).

Offer the customer some coffee or a bottle of water. At times, all CSR’s will be busy with customers, the drivers then need to take the initiative of engaging with the customer and making them feel welcome. Drivers can ask the customer whether they have a reservation, explain to them that they will be assisted in a few moments by one of their colleagues; offer them water/coffee and ask them to take a seat – Asking the customer to take a seat with a coffee or bottle of water will allow them to feel comforted and welcomed at the same time CSR’s can also do this if nobody else is in the office (CSR’s need to ensure their drivers are adhering to this)Collect the required documents for scanning and ask the customer to fill in a customer declaration form if necessary – Conversing with customers throughout the entire rental process will not make the time they are in the office feel like it is just a legal procedure that has to be done, it will be an experience. Ask customer’s whether they are here on business or holiday; maybe give some opinions on what they can do if they are in Dubai for leisure – Customer interaction/engagement will make the process seem less lengthy and will definitely ensure positive feedback.