Customer Service Executive - Car Rental

AlFuttaim; Dubai; On-site; AED 55,800 - 89,280; Full time

Job summary

Al-Futtaim in Dubai is seeking a Customer Service Executive – Car Rental to turn enquiries into confirmed bookings and guide customers through the rental journey.

You will advise on vehicle options, support upgrades and protection products, and coordinate with fleet and operations to ensure smooth reservations. If you thrive in a fast-paced, customer-facing role with sales focus, join a global car rental brand in a dynamic market.

Qualifications

• Experience in customer service or car rental or hospitality.
• Ability to convert enquiries into confirmed bookings.
• Strong communication and sales orientation.
• Attention to detail in bookings and documentation.

Responsibilities

• Respond to inquiries in person, by phone, or digitally to generate bookings.
• Understand travel plans, vehicle preferences, rental duration.
• Recommend suitable vehicles and upgrades based on needs and availability.
• Explain rates, deposits, mileage, insurance, and terms clearly.
• Maintain accurate booking records and payment details.
• Coordinate vehicle collection, handover, and returns.

Skills

Reservation management

Booking conversion

Customer journey management

Upselling

Cross-selling

Vehicle recommendations

Payment processing

Invoice explanation

Data accuracy

Job description

Job Snapshot

Role: Customer Service Executive – Car Rental

Location: Dubai, United Arab Emirates

Country: United Arab Emirates

City: Dubai

Industry: Automotive

Function: Customer Support-Client Care

Job Type: Full‑time

Salary Range: 5,000–8,000 AED per month

Gender: Any

Nationality: Any

Overview

The Customer Service Executive – Car Rental in Dubai is responsible for converting enquiries into confirmed bookings, advising customers on vehicle options, supporting upgrades and protection products, and managing the complete rental journey. The role combines customer service with commercial responsibility, requiring confident decision‑making, strong communication, and the ability to create value during every interaction. It is suited to an energetic customer‑facing professional who performs well under pressure, understands sales opportunities, and balances customer needs with booking quality, revenue growth, and operational efficiency.

Key Responsibilities

• Respond promptly to customer enquiries received in person, by telephone, through digital channels, or via booking platforms.
• Understand customer travel plans, vehicle preferences, passenger requirements, rental duration, and budget.
• Recommend suitable vehicles based on customer needs, availability, and rental conditions.
• Convert qualified enquiries into confirmed and accurately documented reservations.
• Explain rental rates, deposits, mileage terms, fuel policies, insurance options, and other applicable conditions.
• Promote vehicle upgrades when they provide genuine additional value to the customer.
• Recommend suitable protection products, accessories, and value‑added services.
• Apply responsible upselling and cross‑selling techniques without compromising customer trust.
• Maintain accurate booking information, customer records, payment details, and rental documentation.
• Confirm reservation dates, vehicle categories, collection points, return arrangements, and special requirements.
• Welcome customers professionally during vehicle collection and explain the rental process clearly.
• Coordinate with fleet and operations teams to confirm vehicle readiness and availability.
• Support customers with rental agreements, identification requirements, payments, deposits, and handover procedures.
• Explain vehicle features, controls, safety information, and return requirements before departure.
• Maintain ownership of the customer journey throughout the rental period.
• Respond quickly to booking changes, extensions, vehicle concerns, or operational disruptions.
• Resolve customer issues confidently and professionally whenever immediate action is possible.
• Escalate complex complaints, accidents, payment disputes, or vehicle problems to the appropriate team.
• Keep customers informed when delays, availability changes, or operational issues affect their booking.
• Coordinate vehicle returns and confirm fuel level, mileage, condition, and applicable charges.
• Explain final invoices, additional fees, and rental adjustments clearly.
• Support a smooth and efficient return process while maintaining customer satisfaction.
• Identify opportunities to encourage repeat rentals and long‑term customer loyalty.
• Meet booking conversion, revenue, upgrade, protection product, and customer service targets.
• Maintain awareness of fleet availability, vehicle categories, seasonal demand, and promotional offers.
• Track competitor pricing, market activity, and changing customer expectations where relevant.
• Follow approved rental policies, payment controls, identification checks, and documentation standards.
• Protect customer information and maintain confidentiality throughout the rental process.
• Work closely with fleet, reservations, operations, finance, and customer support teams.
• Participate in daily briefings, sales reviews, product training, and service improvement activities.
• Maintain consistent performance during high‑demand periods and fast‑paced customer interactions.

Ideal Profile

• Previous experience in customer service, retail sales, hospitality, travel, car rental, automotive, or another customer‑facing environment.
• Strong ability to convert enquiries into confirmed bookings.
• Commercial awareness with sound judgment when recommending upgrades and protection products.
• Confident and professional communication during live customer interactions.
• Ability to understand customer needs quickly and recommend suitable solutions.
• Strong customer service mindset with a focus on ownership and practical resolution.
• Comfortable working toward booking conversion, revenue, and service performance targets.
• Ability to remain calm, accurate, and decisive during busy periods.
• Strong interpersonal skills with the ability to build rapport quickly.
• Clear verbal and written communication skills in English.
• Additional language skills are advantageous.
• Good numerical ability for explaining rental rates, charges, deposits, and invoices.
• Basic computer proficiency and confidence using reservation, payment, or customer management systems.
• Strong attention to detail when preparing bookings and rental documentation.
• Effective organization and time management skills.
• Ability to handle multiple enquiries and changing priorities without reducing service quality.
• Positive, resilient, and performance‑focused attitude.
• Willingness to work flexible shifts, weekends, evenings, and public holidays.
• Valid UAE driving licence may be advantageous, depending on operational requirements.

Skills Set

• Customer Support‑Client Care
• Car rental customer service
• Reservation management
• Booking conversion
• Customer needs assessment
• Vehicle recommendations
• Vehicle upgrades
• Protection product sales
• Value‑added services
• Upselling
• Cross‑selling
• Rental agreement processing
• Customer journey management
• Vehicle collection support
• Vehicle return support
• Customer complaint resolution
• Payment processing
• Deposit handling
• Invoice explanation
• Fleet coordination
• Rental policy explanation
• Customer retention
• Sales target achievement
• Revenue generation
• Customer relationship management
• Booking systems
• Reservation platforms
• Data accuracy
• Commercial awareness
• Problem solving
• Time management
• Service recovery
• Team collaboration

Why Join Us

This opportunity combines customer experience with measurable commercial responsibility in Dubai’s active automotive and mobility market. The role offers direct exposure to reservations, fleet operations, sales conversion, customer retention, rental products, and service recovery within a globally recognized car rental brand. It provides a strong foundation for progression into senior customer service, reservations, sales, branch operations, fleet coordination, or car rental management roles.

About the Company

Al‑Futtaim operates Hertz car rental services in the UAE, combining the reach of a global mobility brand with Al‑Futtaim’s regional operational expertise. The business serves customers through vehicle rental, reservation, fleet, and customer support operations, focusing on convenient mobility, transparent service, commercial performance, and dependable customer experiences.