UAE National- Technical Coordinator | Hertz | Automotive

Overview of the role:

To improve overall customer satisfaction by ensuring that the customer is dealt with in a pleasant and professional manner by adhering to agreed Hertz standards concerning Vehicle delivery and collection, service and maintenance, end of contracts, exchanges and transfers.

What you will do:

1. Acting as a mentor to the drivers to help them understand the importance of delivering a great customer service experience.

2. Ensure they understand what is expected from them at work to meet the overall department targets.

3. Take on ownership of additional reporting such as Daily vehicle inventory, Fleet on replacement, Hertz Emergency Roadside Assistance, Vehicle Offhire, Vehicle Ageing, etc to improve the overall efficiency of the department.

4. Attend to customer queries concerning service and maintenance, technical and accident repairs.

5. Book the vehicle for its periodic service and maintenance based on its current mileage.

6. Ensure KPIs for key accounts reference service and maintenance is met and exceeded at all times.

7. Ensure all policies and procedures relating to Customer Query Handling, Complaints resolution are strictly adhered to, to ensure customer satisfaction.

8. Where required customer challenges are escalated to the Supervisor/Manager as per process agreed.

9. Ensure all logistic transactions/exchanges are update online/offline within the agreed SLA.

10. Ensure all completed documents are scanned and filed as per agreed policies and procedures.

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