Customer Service Representative

Job Requisition

Al‑Futtaim Group is one of the most diversified, privately held regional businesses headquartered in Dubai, United Arab Emirates. With more than 35,000 employees across more than 20 countries, the Group operates in automotive, financial services, real estate, retail and healthcare. The Group partners with over 200 of the world’s most admired and innovative brands, driving growth through entrepreneurship, customer focus, and integrity.

The Customer Service Representative is the face of the company, delivering exceptional service and managing car rental transactions to ensure a seamless experience from pickup to return. The role drives sales, promotes additional products and services, and maximizes revenue opportunities. Success 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.
• Ensure smooth process flow between Operations, Brands & Rental adhering to set standards.

• Strong customer relations and team building skills.
• Strong commercial acumen.
• 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.

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