Track all cases visible on the Case Management system, adhering to SLA’s – 30 minutes for New Hires / 4-6 hours into hire.
Review customer insurance qualification against insurance policy terms.
Confirm the booking to the customer immediately by telephone and email & meet customer expectations.
Deal with enquires and reservations from dealers and customers as required.
Respond to telephone reservations to operational standards & ensure all staff adhere to this also.
Amend bookings immediately upon receipt of notification using company procedures.
Inform the customer of potential problems arising to ensure full transparency either by telephone, email or text.
Manage all incoming queries to the Customer Service phone line, including dealer, client, and customer requests to operational standards.
Maintain reservations logs in connection to your own hire cases.
Deal with incoming queries via email to the designated Customer Service Inbox including dealer, client, and customer requests to operational standards.
Liaise with suppliers to find solutions when applicable, either by phone or email.
Track and complete booking closures upon request.
Ensure any issues between integrated systems are resolved.
Manage the booking process & ensure customer remains in a continuation of hire.
Manage all non warranty hires to ensure the customer is updated accordingly and our client does not incur hire charges beyond what has been authorised.
Raise any concerns with the relevant department or management, to ensure processes are being followed as per company procedures.
Maintain administrative reservation logs to operational standards on a daily basis.
Providing support to the wider teams where necessary.
Ensure all cases & notes are updated on a rolling basis.
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