Rental Car Agent

Job description / Role

- Represent the company to our customer.
- Protect the company's image at all times.
- Ensure the company's compliance with policies & procedures.
- Provide excellent customer service.
- Understand the customer Experience.
- Identify customer expectations at any specific moment.
- Solve problems that may arise to the satisfaction of both the customer and UMA.
- Greet each customer in a prompt, courteous manner, let customers who are waiting in line know that they will be helped soon.
- Communicate with service customers to determine the nature of the mechanical problems.
- Responsible for follow up for bad debts and overdue vehicles.
- Secure agreement from customers before repairs; cover cost estimate; and approximate time when vehicles work will be completed.
- Obtain customer and vehicle data.
- Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufactures specifications.
- Handel minor customer complaints and misunderstandings.
- Communicate the need for additional work when needed; explain the details to the customer, including the additional cost and time consideration and document properly on repair order.
- Observe uniform and personal appearance as laid down by company standards and maintain work area, ensuring it is kept clean and tidy on a daily basis.
- Complete rental agreement transactions on the front office system, or Manual agreements as necessary, explaining terms and conditions to customers.
- Maximize Walk Up business and offer customers all rental related services and up sells to maximize incremental sales opportunities.
- Monitor reservation and rental return manifests, liaise with colleagues to ensure efficient turn around of vehicles.
- Manage customer issues/concerns regarding rentals, resolving any complaints within limits of authority.
- Responsible for security of vehicles, cash, premises and customer safety.
- Handle all telephone enquirers in a polite and helpful manner, adhering to the company's telephone technique.
- Ensure problems/concerns regarding rentals are dealt with according to company standards.
- To deliver and collect vehicles to customers specified requirements and inform customers of all relevant information regarding vehicle handover and termination.
- Ensure compliance with the Company's Health and Safety standards, and report any serious concerns to senior management immediately.
- Carry out instructions/procedures on the Branch Network System as requested by Manager/Supervisor.
- To be commercially aware and recognize and report on prospective business opportunities and competitor activity.
- Perform any other duties and special assignments as required by the business or directed by Supervisors/Managers.

Requirements

Behavioral Competencies:
- Customer Focus
- Initiative
- Good communication skills
- Persuasive
- Teamwork

About the Company

Universal Motors Agencies (UMA) is one the oldest and most prestigious General Motors dealerships in the whole of the Middle East. As an appointed distributor of GM cars in the Eastern, Central, Western & Southern Province of the Kingdom, our mission is to maximize the satisfaction of every customer. Our customers will be served in the manner they have come to expect from GM dealers worldwide.

UMA has adopted GM global retail standards and benchmarks and implemented new processes, which focus on the needs of our customers by:

• Exceeding their expectations in every aspect of sales and after-sales services without exception.
• Setting the standards of excellence for car dealerships throughout the region.
• Focusing on customer's experience to make it as enjoyable and satisfying as possible.

UMA is a joint venture between Arabian Motors & Engineering Company (Ameco-Zahid) and General Machinery Agencies (GMA), two of the oldest and most respected GM dealers in Saudi Arabia. Late Sheikh Abdulmajid Zahid and his brothers were awarded the first General Motors franchise in the Kingdom in 1949. The General Machinery Agencies Company established by the late Sheikh Salahudin Abduljawad was the second company to be awarded a GM franchise eight years later.