Customer Service Representative Prom – Firenze Stazione Centrale in Florence, Italy

Job title / Reporting to:

The CSR Prom/ CSR reports to SL and to Location/Airport Manager and functionally to the Area Manager

Job purpose:

The primary goal for a CSR Prom is to provide excellent customer service experience.

This means offering the Customer a pleasant experience, welcoming him and involving him, completing the rental operations and return quickly, providing information on ancillaries and refuelling options, resolving complaints and ensuring complete satisfaction.

Key-result areas:

· Receives the Customer at the counter, managing the rental agreement in compliance with Company procedures and with the expected quality standards on TAS Web.

· Puts into practice proactive behaviour towards Customers, liaising so courteous and professional, offering solutions in order to maximize the Customer satisfaction.

· Streamline and optimize the available Company assets (eg. cars, systems, products, services, etc) to ensure the best Customer service and the profitability of the location.

· Coordinates the check-in operations and plays, occasionally, activities of handling the vehicle in the car park.

· Maximize profit by offering services and ancillary products to Customers.

· Management of daily branch petty cash (if required).

Educational Background :

High School Graduation or University education.

Professional Experience:

Previous sales and customer service experience.

Knowledge :

· Fluent Level of English (+ second language)

· Microsoft Office

· Full Driving License

Skills & Competencies :

· Excellent organizational and time management skills

· To be proactive

· Problem solving

· Effective Communication

· Ability to work well as a team with 100% customer focus

· Selling proposition

· Ability to work in a fast work environment with a variety of tasks

· Ability to demonstrate professionalism, enthusiasm, and outstanding communication

· Enthusiastic, flexible and positive attitude towards selling.

· Customer oriented to guarantee a high-quality level of customer service, in compliance with Company policies and procedures.

· Flexibility to work days, nights, weekends and on bank holidays