Customer Service Representative | Hertz | Financial services Rental & Leasing

Job Requisition : 176380

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; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands.

Al-Futtaim Group’s entrepreneurship and relentless customer focus enables 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 (CSR) plays a vital role in delivering exceptional service at the front office, ensuring seamless rental transactions from pickup to return. As the company's face, the CSR is responsible for greeting customers professionally, processing rental transactions, handling inquiries, complaints, and service requests efficiently. The role is critical in promoting additional products and services to drive sales and maximize revenue, contributing to the overall business performance through proactive selling and excellent service.
  
  Collaboration with operations and fleet teams ensures vehicle availability and service, while supporting loyalty program enrollment enhances the brand's reach. Adherence to company policies, maintaining accurate records, and ensuring smooth process flow between operations and rental are crucial for achieving desired service and quality levels.

• Greet customers professionally and create a welcoming front-office environment.
• Process rental transactions accurately, including check-ins, check-outs, and returns.
• Upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue.
• Handle customer inquiries, complaints, and service requests efficiently and professionally.
• Verify customer credentials and ensure compliance with rental policies and procedures.
• Inspect vehicles with customers at pickup and return for damage, cleanliness, and fuel levels.
• Maintain accurate records in the rental management system.
• Ensure timely and accurate invoicing for all rental transactions and additional charges.
• Collaborate with operations and fleet teams to ensure vehicle availability and timely service.
• Resolve issues quickly to ensure a high level of customer satisfaction.
• Support loyalty program enrollment and promote brand offers and campaigns.
• Maintain a clean and organized front-office workspace.
• Monitor and follow up on reservations, no-shows, and late returns.

• 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 will be an advantage.

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 throughout their entire experience with us. AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations:
Dubai Festival City and Cairo Festival City.

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers. Part of the Al-Futtaim Group, Al-Futtaim Malls…