Customer Service Representative | Rental & Leasing | Financial Services | Hertz

Al-Futtaim; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Al-Futtaim in Dubai seeks a Customer Service Representative for Financial Services and Rental sectors. You will manage calls, emails and walk-ins, own case closure, and handle contract administration per SOPs and KPIs such as CSAT, FCR, AHT, and SLA.

You will log interactions in CRM, ensure clear notes, and drive First Contact Resolution while complying with KYC and data privacy rules. Strong English skills and a customer-focused mindset are essential.

Qualifications

• Diploma or Bachelor's degree preferred; high school diploma with strong experience considered.
• 1-3 years experience in a contact centre or frontline customer service role.
• Experience in car rental, leasing, or financial services is an advantage.
• Fluent in English; proficiency in Arabic is beneficial.

Responsibilities

• Handle inbound calls/emails via the contact centre platform and respond within SLAs.
• Log and dispose every interaction in CRM with clear notes and documentation.
• Deliver First Contact Resolution by diagnosing issues and coordinating with internal teams.
• Perform administrative tasks on contracts, ensuring accuracy in enterprise systems.
• Manage contract renewals, expiries, fines, notices, and replacements.
• Meet and greet walk-in customers at head office/branches; verify identity and triage.
• Adhere to SOPs, ensure timely acknowledgements, investigations and resolutions.
• Comply with KYC, data privacy and AML regulations as applicable.
• Maintain high customer satisfaction and support process improvements.

Skills

Excellent communication

Negotiation skills

Planning & organization

Problem solving

Education

Diploma or Bachelor's degree

Job description

About Al-Futtaim

Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of The Role:

• The Customer Service Representative is responsible for providing exceptional service to customers in the Financial Services and Rental sectors. This role involves managing interactions across phone, email, and walk-in channels, resolving customer queries and complaints efficiently, and owning the case closure process end-to-end. The role also includes performing contract-related administration tasks in line with standard operating procedures (SOPs) and key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and Service Level Agreements (SLA). Success in this role is defined by the ability to deliver high-quality service while adhering to compliance standards and company policies.

What You Will Do:

Customer Interactions & Case Ownership

• Handle inbound calls/emails via the contact centre platform (e.g., Genesys) and respond within departmental SLAs.
• Log and dispose every interaction in CRM and ensure clear notes and documentation.
• Deliver First Contact Resolution by diagnosing issues, coordinating with internal teams, and proactively updating customers until closure.

Contract Administration & Back Office

• Perform administrative tasks on customer contracts, ensuring accuracy in enterprise systems and related tools.
• Manage contract renewals, expiries, fines & lock notices, damage estimates, and replacements.

Front of House Services

• Meet and greet walk-in customers at head office/branches.
• Verify identity, triage requests, and provide timely resolution or escalation.

SOP, Compliance & Complaint Handling

• Adhere to Customer Care SOP including requests, outgoing contact, and complaint handling.
• Ensure acknowledgements, investigation, documented outcomes, and formal resolutions within stipulated timelines.
• Comply with KYC, data privacy, and AML regulations as applicable.

General

• Maintain a high level of customer satisfaction through efficient service delivery.
• Utilize tools and technologies to optimize customer interactions and workflows.
• Support team initiatives and process improvements where necessary.

Required Skills To Be Successful:

• Excellent communication skills.
• Effective negotiation skills.
• Strong planning and organization skills.
• Advanced problem-solving skills.

What Qualifies You For The Role:

• Diploma or Bachelor's degree preferred; high school diploma with strong experience considered.
• 1-3 years experience in a contact centre or frontline customer service role.
• Experience in car rental, leasing, or financial services is an advantage.
• Fluent in English; proficiency in Arabic is beneficial.