Customer Service Representative | Hertz | Automotive

Al-Futtaim; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in Dubai is seeking a customer service representative to provide best-in-class service and enhance customer engagement. The role involves managing customer interactions, preparing for shifts, and ensuring operational efficiency. Ideal candidates will possess strong communication skills and a background in hospitality, aiming to deliver a five-star candidate experience.

Qualifications

• Minimum qualifications include graduation.
• PC literacy and hospitality background preferred.
• Understanding of vehicle rental is an advantage.

Responsibilities

• Ensure high levels of customer satisfaction and enhance brand image.
• Greet customers warmly and facilitate smooth transactions.
• Manage bank deposits and coordinate vehicle requirements.

Skills

Customer service

Communication

Teamwork

Planning

Problem-solving

Education

Graduation

Job description

Job Requisition ID: 169530

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. The group's entrepreneurial spirit and relentless customer focus enable continuous growth and expansion, 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 daily.

Overview of the role:

To ensure the customer is dealt with in a pleasant, professional, and efficient manner, providing best-in-class customer service and products. Ensure high levels of customer satisfaction and enhance the brand image to meet and exceed standards. Continuously drive Customer Service Value to improve customer engagement.

What you will do:

1. Preparation of shift:
   • Check branch reservations.
   • Coordinate fleet management with shift supervisors regarding vehicle requirements for your shift and the first four hours of the next shift.
   • Organize special requests such as child seats, deliveries, GPS units, etc.
   • Prepare agreements in advance for Hertz tier members at gold locations.
   • Update in-branch television presentations with customer names to enhance customer experience.
2. Customer interaction:
   • Greet customers warmly upon arrival, making eye contact and offering assistance.
   • Understand customer needs (reservations, walk-ins, off-hire).
   • Offer refreshments and engage with customers to make them comfortable.
   • Gather documents, explain rental procedures, and facilitate a smooth transaction.
   • Discuss agreement details, including contact info, contract validity, and additional charges.
   • Assist with check-ins and check-outs, ensuring proper vehicle parking and documentation.
   • Handle urgent off-hire requests efficiently, including vehicle checks and email invoicing.
3. Throughout your shift:
   • Check and respond to emails.
   • Manage bank deposits and ensure availability of stationery.
   • Coordinate vehicle requirements with shift supervisors.
   • Address concerns with supervisor promptly.
   • Coordinate vehicle movements for efficient check-outs.
   • Close rental agreements promptly to avoid backlog.
4. Closing of shift:
   • Verify register, POS, cash, and petty cash balances.
   • Close shift ensuring all tallies are accurate.
5. Required Skills:
   • PC literacy, hospitality background, understanding of vehicle rental (advantage).
   • Customer service, communication, teamwork, planning, and problem-solving skills.
6. Qualifications: Minimum qualifications include graduation (details incomplete).

We aim to provide excellent service, and your role is crucial in delivering a five-star candidate experience. Please review the job description carefully and prepare a personalized CV that highlights your suitability. Our Talent Acquisition team considers skills, behaviors, and alignment with our values of Respect, Integrity, Collaboration, and Excellence. We are committed to transparent communication throughout the application process.