Customer Service Representative | Rental & Leasing | Hertz
Job Requisition : 176377
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 Role
- The Customer Service Representative (CSR) is pivotal in delivering exceptional customer service and ensuring a seamless rental experience from pickup to return. This role involves managing rental transactions, addressing customer needs, and driving sales by promoting additional products and services. As the face of the company, the CSR plays a crucial role in maximizing revenue opportunities and contributing to overall business performance through excellent service and proactive selling.
You Will Do
- 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, such as insurance, upgrades, GPS, and 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 skills.
- Team building abilities.
- Commercial acumen, especially in promoting additional products and services.
- Effective communication and problem-solving skills.
The Role
- University graduate.
- At least 2-year experience in the customer service industry.
- General understanding of the car rental industry.
- Fluent in English;
Arabic and other language skills are an advantage. - Strong commercial acumen.
- Effective in setting priorities and scheduling activities.
- Excellent communication, problem-solving, and analytical skills.
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…
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