Customer Relationship Officer | Europcar and Tempest Car Hire | Cape Town Intl Airport

🗏Job Type

Full Time

Job Description Europcar at Cape Town International Airport has a unique opportunity for a Customer Relationship Officer. The role is responsible for building and maintaining relationships with key VIP customers and facilitating their car hire needs when travelling through the region, and is also responsible to oversee customer service delivery and metrics for both Europcar and Tempest Car Hire. We are looking for someone who is friendly and professional in all that they do, calm and composed under pressure, and committed to creating excellent customer experiences and long-term customer relationships - an ambassador for service excellence internally and externally!
Position Overview 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.
Specific Role Responsibilities 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 and providing 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.

• Motivate 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.
o Check daily reservations the day before for Platinum service failures.
o 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
• Attribute 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:
o Top 5 revenue and rental accounts
o Upgrade/Downgrade report
• Compile monthly statistic report
o Clientele per day
o Reservations vs no shows vs walk up per day
o 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
• Organise 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.
Qualifications and Experience Minimum Experience:
• 2-3 years front office/face-to-face customer service experience in a pressurised environment.

Minimum Qualification:
• Grade 12

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

Minimum Requirements:
• 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.
Skills and Personal Attributes Competencies:
• Communication Skills (articulate and well-spoken with internal and external customers on all levels)
• Excellent interpersonal skills
• Excellent telephone and face-to-face customer relations skills.
• Customer Relationship Management
• Planning and Organizing Skills
• Problem Solving: understanding the facts, getting to the root cause to identify problems, implement solutions quickly.
• Ability to demonstrate initiative
• Good Judgment
• Must be able to handle pressure and 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
• 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.






Apply Here http://bit.ly/2sjoOIm

Job id : , #73865, 136 views,

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