Customer Service Representative

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Established in the 1930s as a trading business, Al‑Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions – automotive, financial services, real estate, retail and healthcare – it employs more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, and partners with over 200 of the world’s most admired and innovative brands.

Al‑Futtaim Group’s entrepreneurship and relentless customer focus enable the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity, Al‑Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

• The Customer Service Representative is the face of the company, delivering exceptional service and managing rental transactions to ensure a seamless experience from pickup to return. The role is instrumental in driving sales, promoting additional products and services, and maximizing revenue opportunities. Success in this position is defined by high customer satisfaction and efficient service operations, contributing to overall business performance.

• Greet customers professionally and create a welcoming front‑office environment.
• Handle customer inquiries, complaints, and service requests efficiently and professionally.
• Inspect vehicles with customers at pickup and return for damage, cleanliness, and fuel levels.
• Resolve issues quickly to ensure a high level of customer satisfaction.
• Support loyalty program enrollment and promote brand offers and campaigns.

• Process rental transactions accurately, including check‑ins, check‑outs, and returns.
• Verify customer credentials and ensure compliance with rental policies and procedures.
• Ensure timely and accurate invoicing for all rental transactions and additional charges.
• Maintain accurate records in the rental management system.
• Monitor and follow up on reservations, no‑shows, and late returns.

• Upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue.
• Promote additional brand offers and campaigns to drive sales.
• Contribute to overall business performance through proactive selling.

• Collaborate with operations and fleet teams to ensure vehicle availability and timely service.
• Maintain a clean and organized front‑office workspace.
• Smooth process flow between Operations, Brands & Rental adhere to set standards.

• Strong customer relations and team building skills.
• Effective in setting priorities and scheduling activities.
• Excellent communication, problem solving, and analytical skills.

• University graduate.
• At least 2‑year experience in the customer service industry.
• General understanding of the car rental industry.
• Fluent English;
  Arabic and other language skills are advantageous.

About Al‑Futtaim Group Real Estate The real estate development and operations arm of Al‑Futtaim, Al‑Futtaim Group Real Estate is responsible for a multi‑billion‑dollar portfolio across MENA. With high‑quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega‑projects and the leasing, operation and management of these projects after completion, Al‑Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers…