Duties and Responsibilities
Key deliverables and outputs
Operational
Prepare quantity and mix of vehicles required for rental as per manifest/Supervisor
Prepare the vehicle according to procedure and quality checks on the QCE
Clean vehicle according to procedure
Resolve any discrepancies/irregularities accordingly and report to Supervisor
Move dry vehicle to ready-line and conduct final quality checks
Complete relevant sections on QCE and sign off.
Deliveries (Customer Interaction)
Obtain delivery and collection manifest for the day/shift
1 hour before delivery, prepare vehicle according to procedure
Collect Rental Agreement, point of sale device and any requested ancillary sales product from office
Check route to delivery address to prevent getting lost
Confirm who will collect driver from delivery address
Deliver vehicle on time to customer
Confirm validity of driver's licence, passport and credit card
If above is not valid, contact office for instructions
Explain Rental Agreement, offer additional Ancillary Sales products, check car with customer and obtain initials, signature and POS slip (including recording credit card details)
If concerns with above, contact office for instructions
Hand over car keys to customer and return to Branch
Hand over Rental Agreement and relevant documentation to Rental Sales Agent (Range: inbound checklist, voucher, counter products agreement, quality checklist)
Collections (Customer Interaction)
Obtain delivery and collection manifest for the day/shift
Print out the RA to check for Ancillary Sales products and customer details
1 hour before collection, check route to collection address to prevent getting lost
Confirm collection time with customer, confirm who takes the driver to the collection address
Collect vehicle on time from customer
Inspect vehicle for damage with customer and collect any Ancillary Sales products
If damage is found, assist customer in completing damage report
If concerns with above, contact office for instructions
Collect car keys from customer and return to Branch
Complete QCE as per check-in procedure
Hand over QCE to Rental Sales Agent and damage report if applicable.
Ready-Line
Once vehicle has been prepared for rental, park vehicle in bay
Prepare interior of vehicle according to procedure (Range: trip meter reset, radio set to local English station, clip seat belts in, wiped, no-smoking sign etc.)
Lock vehicle
Complete QCE section and hand over keys to Rental Sales Agent.
Local Transfers (no customer interaction)
Collect VTC from Rental Sales Agent/Despatcher
Inspect vehicle condition and complete relevant section on QCE
Drive vehicle according to standard road and Avis Budget requirements (Range: speed, safety belt, locked doors, rules of the road, safe route).
Deliver vehicle on time to location (no deviation from route)
Complete relevant section on QCE
Park vehicle in relevant area (Range: accident, workshop, turnback, available to rent)
Complete vehicle details on VTC and hand over with keys and QCE to Manager.
Stakeholders (internal & external customers, suppliers, shareholders, communities)
Customer Service
All internal and external customer interactions reflect the Avis culture, values and promises.
Health, Safety and Security
Workplace is kept in a neat, dry and hygienic condition
Wear protective clothing supplied (Range: boots, gloves etc.)
Equipment and detergents are used according to safety specifications
All assets are secured according to procedure (Range: keys, QCE's, vacuum cleaner, detergents and other cleaning aids)
Be aware of evacuation plan and all relevant Health and Safety plans
All concerns to be raised with Supervisor/Manager.
Team Meetings
Attend all Redline team meetings.
Internal and External Stakeholders
The role requires close engagement and collaboration with key internal and external stakeholders.
Internal Stakeholders
All branch staff
External Stakeholders
Customers.
