Job Description

Company : Sime Darby Rent-A-Car Sdn. Bhd.Customer Excellence

• Adhere to all standards and procedures established by the Company including grooming, greetings, vehicle cleanliness etc. to portray customer service excellence.
• Resolving customer complaints and providing customers with clear and instant solutions at the branch level.
• Escalate any customer complaints in the event of higher authority limit is required.
• Obtain customer service feedback through a survey crafted by the Customer Relation Management (CRM) platform.
• Continuously be updated on relevant laws by local authorities and other touristsxe2x80x99 information. Providing information on products and services or any queries that customers may have such as traffic regulations, hotels, restaurants, interesting tourist spots and other inquiries.

Idle vehicle Management

• Perform physical inspections on all vehicles with key drop-off.
• Perform physical inspections in the morning and evening to verify that the quantity of vehicle keys matches the corresponding number of vehicles. Report any discrepancies to the Branch Head.
• Verify the optimal condition of idle vehicles through a physical audit using a standardized vehicle checklist. This includes checking cleanliness, odors, car systems, tire pressure, battery conditions, and the state of vehicle body condition standard stickers (such as prohibition stickers, Hertz Road-Side Assistance Sticker, No. 1 Sticker).
• Notify the Fleet Officer about any vehicle experiencing system malfunctions that necessitate attention from the workshop.
• Ensure vehicle received from Fleet Officer after service and repairs are in good order and ready for rental.
• Organize the collection and delivery of vehicles to and from the workshop for scheduled servicing and repair tasks as per the timetable provided by the Fleet Officer.
• Organize the shuttling of the Company's vehicles between local and outstation branches.
• Ensure all vehicle are parked at the designated parking area.

Vehicle Reservation Management

• Review daily reservations using the Fleet Management System.
• Prepare vehicles ready for reservations by conducting a physical inspection during check-out/check-in. Use a standard vehicle checklist to ensure cleanliness, odor, car system, tire pressure, battery conditions, vehicle body condition, and the presence of standard stickers (such as prohibition stickers, Hertz Road Side Assistance Sticker, No. 1 Sticker).
• Confirm customer identification and vehicle registration number by cross-referencing with the rental agreement and proof of payment before releasing the vehicle.
• Complete the Vehicle Inspection Report (VIR) form accurately before handing over the vehicle key to the customer.
• Organize the delivery or collection of the Company's vehicle to or from the location specified by the customer.
• Ensure the Company's vehicles are appropriately parked during delivery, either at the customer's location or in public areas, to prevent incurring summon charges for illegal parking
• Arrange for car washing and fuel top-up to ensure that vehicles are in a ready state for the next rental.
• Support customers during breakdowns, accidents, or emergencies by coordinating with Roadside Assistance as required or arranging for a replacement vehicle exchange.

Sime Darby Rent-A-Car Sdn. Bhd.