Rental Agent
Diamond Lease Rent A Car
مجموع سنوات الخبرة :21 years, 1 أشهر
Maintained a strong and positive relationship between corporate clients and walk in customers. Making sure that they are provided with the best customer service at all times.
Responsible for the daily account collection. Prepares all cash and credit card transaction reports and send it to the accounts department. Handles petty cash and fuel cash with strict monitoring.
Send all the daily vehicle reports of the checked out and checked in vehicles for the previous day. This will include how much reservation for the current day and the report will be forwarded to my immediate supervisor.
Worked closely with rental agents and drivers to make sure that there will be no delay for car replacement, car collection and car deliveries.
Ensure that all vehicles are in their utmost condition. Car was serviced, clean and registration is still valid so customers get value for their money.
Explain company promotions and new rental rates for Daily, Weekly and Monthly rental.
Prepares quotation which is appropriate for the customer requirement. Making sure that details of rental procedure is explained, necessary documents which are required is mentioned and all extra cost for the rental are enumerated to set expectations and avoid customer complaints.
Handles customer’s disputes and tried to maintain a strong customer confidence to the company.
Received incoming calls and answer customer inquiries, radiating an attitude of goodwill, having the right tone of courteous voice. Being keen to usage of words, courtesy and efficiency is observed at all times to maintain and protect the company’s image and reputation.
Prepares quotation which is appropriate for the customer requirement. Making sure that details of rental procedure is explained, necessary documents which are required is mentioned and all extra cost for the rental are enumerated to set expectations and avoid customer complaints.
Respond to emails received throughout the day, email correspondents maybe related any rental policy which are not clear to customers.
Turning every inquiry either via inbound call or email as an absolute company revenue and I contributed 35% increase in vehicle utilization.
Received Third Party reservations from brokers, enter reservations in Armada (car rental program software) making sure that only the car reserved is correct, the correct tariff code and internet broker code is use to avoid any billing dispute.
Maintains a hardcopy of all reservations. Each reservation is filed on the date the car will be required.
Rechecks all the bookings for the next day before dispatching to all the locations.
Coordinates with other departments for smooth flow of the organization. Especially for the vehicle availability and delivery and collection of the cars.
Responsible for Live chat. Customers who log into the company website and I have to some clarifications in the rental procedures, normally these are customers who are booking internationally.
Rental Sales Agent and Customer Service Function
Supervising all rental operations including chauffer drivers, limousine service, car replacements and deliveries of new cars.
Attend to all walk in customer in the Airport counter and emphasizing in turning every inquiry into rental.
Prepares quotations and answer telephone inquiries, the key is radiating an attitude of goodwill, having the right tone of courteous voice. Being keen to usage of words, efficiency is observed at all times to maintain and protect the company’s image and reputation.
Interactions with different departments in the company ensuring all quality process are followed all the way from management side to the customer.
Solution provider to different issues and concerns of the customer.
Experience with car rental program ARMADA/CarPro and RTA Intranet System
Arrange the schedule of other Rental Agent Staffs and drivers and check quality standards e.g. uniforms, hygiene.
Make sure cars are well kept, cleaned, refueled and checked the registration expiry and service was done on the car before renting to the customer.
Maintains a soft and hard copies of customer records.
Accounting & Finance Function
Generates rental agreement and prepare the invoice, opening and closing the daily accounts of the counter.
Close rental agreements and collects payment and arrange to deposit cash.
Consolidate all transaction made throughout the day, making sure that the cash on hand and credit card transaction agrees with the dealings entered in system.
Sends the daily accounting reports to the Chief Accountant for assessment.
Controls Petty cash and daily secure cash control as per reimbursement, purchased and pay out.
Customer Service Dispatcher Function
Received incoming calls from contract and non contract customers to log in a complaint, request for service of their photocopier machine.
Provide an estimate time for the arrival of the service engineer to set up an expectations.
Dispatch the request to the service engineer, providing all accurate details such as photocopier machine problem, machine type, customer location and customers contact number.
Maintain a good personal image at all times, adhere to telephone manners and courtesy.
Attend to all voicemail messages; give a call back to the customer to ensure that they are valued.
Coordinates with other departments for smooth flow of the organization.
Data Entry Function
Update customer information as per location and contact numbers.
Modernize the job of the service engineer to compute for their working hours that will be beneficial for their performance review.
Maintains the hard copy and soft copy of the customers file.
Technical Compliance
Performs basic troubleshooting of the photocopier machine by phone for immediate help and customer satisfaction.
Guide customer step by step by technical function to avoid machine parts tear down.
Customer Service Function
Handled inbound call for Sprint-Nextel Account
Expected to deliver clients goals as per KPI requirement: Average Call Handling Time 80 to 100 calls per shift, Quality Analyst Score, Customer Satisfaction Survey, Transferred Calls and Offer rate, sales performance.
Developed my diligence in handling pressure towards the demands of the customer, able to answer their inquiries and provide accurate and appropriate solution.
Assure customer that their issues have been resolved in a timely manner.
Maximizing the opportunity by offering products and services in each and every call.
Consistently monitoring latest updates on mobile phones software technology.
Utilized available tools to resolve the customer issues.
Accounting Function
Explain the bill charges of the customers.
My goal is to educate them about their bill cycle, billing cut off to avoid future calls
Issue a credit note if necessary, otherwise if customer dispute is proven fraudulent.
Furnish a fraud reports for any unusual dealings on the customers account.
Achievements
Ranked number one over all agent for the year 2005.
Best Quality Analyst Scores for 2006 exceeded goal average 102%
Supervisory Function
Set discipline by examples.
Responsible for ensuring client satisfaction by keeping a close eye on my members that they will perform and function very well to provide the best customer service at all times.
Train my members on how to handle difficult customers.
Motivate my members to assure service with a smile.
Management Reporting (members performance, business dealings analysis, etc.)
Inventory & Store Management
Accounting, Audit & Control Function
Finalization of Accounts of the whole day.
Preparation of Monthly Financial Statements.
Performing Audit related function in all key area such as petty cash control.
Evaluating pre-order costing sheet.
Customer Service Frontliner Function
Customer Service and act as a receptionist for a multi level marketing company.
Attend to walk in clients and phone inquiries.
Knowledgeable about the company profile and industry.
Maintains rapport towards business members, able to attend to all their needs.
Accountable for all the transaction made throughout the day.