Team leader- rental operations

Job Description:

• To ensure highest level of service is delivered at the location(s) assigned and taking measures to enhance the brand image to meet and exceed the set standards.
• To be the first point of contact for any escalations from customers or staff at the location and deal with such instance appropriately. Continuously drive Customer Service Values to improve customer and associate engagement. Be involved in driving business for each assigned rental location.

Key Responsibilities:

• Guide and mentor the CSRs and drivers to provide better service and improve branch revenue. Ensure that the team is offering the right solutions and rates to customers. Improve branch profitability.
• Extensively get involved in Business Development activities for the branches responsible. Visit offices, schools and other institutions around the branches to create awareness about the Hertz brand and drive sales.
• Must ensure that the team continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner. Emails and other requests (internal and external) are dealt with promptly to avoid escalations
• Manage the 5*5 / action items on a daily basis and rectify the errors without delay during the shift.
• CSV : Work with the team to improve the CSV scores. Put together plans for implementation at a branch level that will help improve the engagement levels of the associates. Take the team to HS level 5 by the end of the year.
• Provide support to the Manager in the following:

1. coordinating with shift supervisors for adequate cars all through the day
2. address customer issues such as damage clarification, check-out and check-in experience, damage charging
3. carry out random quality checks on check in and check out procedures carried out by the associates
4. mentor and manage drivers and ensure that they are performing the duties to the best of their ability
5. handle all damage issues – follow-up and obtain estimates and charge the customers after communicating the details
6. ensure that the team is responding to emails from internal and external customers
7. ensure pre-closed agreements are closed within 48-hours

Qualifications, Experience & Skills:

• Minimum Qualifications and Knowledge: Graduate with at least 2 years of experience in a leadership and customer service role

• Job-Specific Skills: PC literate, presentations skills, understanding of vehicle rental business and experience in a similar field/role will be an advantage.

• Behavioural Competencies: Customer service skills, Excellent communication skills, leadership skills, team player, planning and organization, problem solving.