Job Description

Responsibilities include; converting taxi rental enquiries to customers, onboarding drivers into vehicles, proactively engaging with existing drivers to ensure they are happy with the product and service, managing the collection of driver rental payments, and encouraging drivers to utilize the Ride Booking App. You will also manage and maintain vehicles – this includes accident management, insurance, compliance, and the booking of repairs, services and overhauls necessary for drivers and their vehicles.

Key Responsibilities

• Respond to lead enquiries (email, phone, web, WhatsApp, Tawk, socials) from customers enquiring about renting taxis, including accurately logging customer details in Salesforce and then converting these through issuing rental agreements.
• Ensure all relevant agreements, paperwork and regulatory requirements (licensing, insurance etc.) are completed accurately and loaded onto Salesforce with the correct contact information for both driver and vehicle.
• Assist in the induction of customers into the business, ensuring that agreements, payments, vehicle controls and functions are explained & trained to the customer. All customer information, and interactions via e-mail and phone, should be logged on Salesforce.
• Work closely with the Fleet Manager to update on the number of leads and, therefore, the number of vehicles required to deliver excellent customer service successfully.
• Complete vehicle check-in and check-out processes and escalate any vehicle quality issues to the Fleet Manager immediately to ensure customer satisfaction. All vehicle information should be logged on Salesforce.
• Manage the collection of weekly rental payments from customers, proactively ensuring the timeliness of receipts and completing regular reconciliations.
• Manage complaints from customers to ensure that all matters are correctly documented and logged on Salesforce.
• Arrange maintenance and repairs to vehicles to resolve issues as quickly as possible to minimize downtime and/or ensure a replacement vehicle is available whilst your customers is serviced
• Customer Retention: retain customers and ensure that in the event of an exit, a full and accurate customer meeting is completed prior to leaving to identify reasons for doing so.
• Accident Management: complete accident administration and reporting in the event that a customer has an accident, regardless of fault.
• Insurance: ensure customers meet the fleet insurance requirements and escalate as required should customers not meet the standard requirements for authorization and approval from the insurance company.
• Marketing: provide assistance to the Media Campaigns Manager in identifying customers who would be suitable for advertising, PR and any other requests made by the Media Department.

Accountabilities

• Reporting and documentation
• Process efficiency
• Capability Building
• Personal Accountability

Competencies

Behavioral Competencies

• Collaboration and Teamwork
• Planning & Organizing
• Decision Making
• Analytical Thinking and Problem Solving
• Communication & Liaising
• Self-Management and Accountability

Technical Competencies

• Industry & Organizational Awareness
• Leveraging Technology
• Customer Service Orientation

Key Stakeholders

Internal Stakeholders

• Drive Team
• Technician Team
• Finance Team

External Stakeholders

• External regulatory bodies
• Owner / Operators
• Sherbet Drive Customers

Schedule:

• Monday to Friday

Required Knowledge, Skills, and Abilities

• Essential: GCSEs or equivalent in English & Math
• Preferred: Business Management or Administration Qualification
• Preferred: 3 year’s experience in Fleet management / Transport
• Minimum of 3 years of Customer Service experience
• Essential: Proficient in Excel
• Essential: Experience with Salesforce
• Essential: Experience with Telematics
• Essential: To be able to work with multiple software platforms