Customer Service Representative | Hertz | Financial Services Rental & Leasing

Company: Al-Futtaim Automotive – الفطيم للسيارات –

WebSite: Dubai, United Arab Emirates

Job Description:Job Requisition ID: 173871 About Al-Futtaim Group Established in the 1930s, Al-Futtaim Group is a highly diversified and progressive, privately held regional business headquartered in Dubai, United Arab Emirates. With operations structured into five divisions – Automotive, Financial Services, Real Estate, Retail, and Healthcare – the Group employs over 35,000 individuals across more than 20 countries spanning the Middle East, Asia, and Africa. Al-Futtaim Group partners with over 200 of the world’s most respected and innovative brands. Driven by entrepreneurship and a relentless focus on customer satisfaction, Al-Futtaim Group continues to expand and adapt to the evolving needs of its customers and the communities in which it operates. The Group’s core values of respect, excellence, collaboration, and integrity underpin its commitment to enriching the lives and aspirations of its customers every day. Role: Customer Service Representative Overview: The Customer Service Representative serves as a key point of contact, delivering exceptional service and managing rental transactions to ensure a seamless customer experience from vehicle pickup to return. This role is integral to driving sales, promoting additional products and services, and maximizing revenue opportunities. Success in this position is measured by achieving high customer satisfaction and contributing to efficient service operations, ultimately enhancing overall business performance. Key Responsibilities: Customer Interaction: Greet customers in a professional and welcoming manner, creating a positive front-office environment. Efficiently and professionally handle customer inquiries, complaints, and service requests. Conduct vehicle inspections with customers at both pickup and return, documenting any damage, cleanliness issues, or fuel level discrepancies. Resolve customer issues promptly to ensure a high level of satisfaction. Promote loyalty program enrollment and brand offers. Transaction Management: Accurately process rental transactions, including check-ins, check-outs, and returns. Verify customer credentials and ensure compliance with all rental policies and procedures. Ensure timely and accurate invoicing for all rental transactions and any additional charges. Maintain accurate records within the rental management system. Monitor and follow up on reservations, no-shows, and late returns. Sales and Revenue: Proactively upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue generation. Promote brand offers and campaigns to drive sales. Contribute to overall business performance through proactive selling efforts. Operational Support: Collaborate with operations and fleet teams to ensure vehicle availability and timely service. Maintain a clean, organized, and professional front-office workspace. Ensure a smooth process flow between Operations, Brands & Rental adhering to set standards. Skills and Qualifications: Essential Skills: Exceptional customer relations and team-building skills. Strong commercial acumen. Effective prioritization and scheduling abilities. Excellent communication, problem-solving, and analytical skills. Required Qualifications: University degree. Minimum of 2 years of experience in the customer service industry. General understanding of the car rental industry. Fluency in English; proficiency in Arabic or other languages is considered advantageous. About Al-Futtaim Group Real Estate Al-Futtaim Group Real Estate (AFGRE), the real estate development and operations arm of Al-Futtaim, manages a multi-billion-dollar portfolio across MENA. As a master developer, AFGRE caters to the diverse needs of cities and communities in the region with high-quality residential, business, retail, tourism, educational, and healthcare developments. With over 40 years of experience, AFGRE is responsible for the master planning of all projects in its portfolio, including large-scale mixed-use destinations like Dubai Festival City and Cairo Festival City. About Al-Futtaim Malls Al-Futtaim Malls specializes in developing and managing retail-led super-regional malls in prime locations across MENA and beyond. With a proven track record of creating sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers. The company manages a portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. About Al-Futtaim Engineering & Technologies Al-Futtaim Engineering & Technologies provides comprehensive engineering and systems integration solutions. The Engineering arm operates in the UAE, Qatar, Saudi Arabia, and Egypt, offering a wide range of products and services. The Technologies division provides complete business solutions to customers of all sizes, including IT infrastructure and project management services.

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