Customer Service Agent: Europcar - Motus Corporation

The Montague Gardens branch of car rental company, Europcar, has permanent opportunities available for an Agent: Customer Service. At Europcar, we are committed to providing car rental rates to our customers and service that lives up to our "Moving your Way" philosophy.

The Agent: Customer Service provides the first line of service to customers, assisting customers with the pickup and return of their rental vehicle, and with all other requests for assistance related to reservations, vehicle change-overs, during or post-rental queries etc.

Position Overview

The purpose of the position is to support the achievement of the branch’s targets through the delivery of efficient and professional customer service and doing so by company quality management procedures.

Specific Role Responsibilities

Job Outputs:

• Effectively handle all aspects of the customer’s check-out and check-in rental transaction in accordance with company, quality control, claims and accident procedures.

• Making, amending, cancelling and monitoring reservations as required.

• Provide excellent customer service, effectively assisting with customer queries.

• Various admin and general office duties, for example, capturing fuel, VRVs, non-revs etc., following up on overdue rentals, scanning, partial billing, fleet movement control, claims reports, rental deposits, handing in and recording of all customer's lost property recoveries from vehicles.

• Responsible for the security and quality control of vehicles and other company property.

• Identification and reporting of expired licenses, service due vehicles and any other issues not conforming to our quality standards.

• Adherence to good housekeeping and general cleanliness standards for the branch environment.

• Other duties on request.

Qualifications and Experience

Minimum Experience:

• Minimum of 2 year front office/ customer service experience.

Minimum Qualification:

• NQF level 4 (Matric or equivalent)

Minimum Requirements:

• Code 8 driver’s license – must have at least 1 year of driving experience.

• Computer literate.

Essential to Note: The successful candidate must be willing to work overtime/shifts/weekends when required.

Skills and Personal Attributes

Competencies:

• Communication skills in English (verbal and written)

• Excellent interpersonal skills, articulate and well-spoken.

• Customer focus and the ability to demonstrate initiative.

• Excellent telephone and face-to-face customer relations and counter-selling skills.

• Able to handle pressure and exhibit good time management skills, demonstrating a sense of urgency and commitment.

• Achieve high levels of accuracy and attention to detail.

• A team player who is effective in working with people of different cultures and backgrounds.

Personal Attributes:

• Committed

• Professional is all aspects of conduct, and grooming (neat and presentable).

• Highly resilient in the face of adversity, long hours, customer conflict etc.

• Energetic, self-motivated

• Flexible – over peak periods, things can change minute by minute. You pick up your bag to leave at the end of a shift, there’s a crisis and you need to delay leaving so you can jump in and help.

• Driven for both individual and team goal achievement.

• Trustworthy, highly responsible, honesty and integrity in all business dealings.