Customer Service Specialist (UAE National)

مجموعة قرقاش; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading car rental service company in Dubai is seeking a Customer Support Executive to provide exceptional service throughout the rental process. You will be responsible for assisting customers with reservations and queries, resolving complaints, and ensuring a high standard of service delivery. The ideal candidate will have excellent communication skills and a customer-centric approach to enhance customer satisfaction.

Qualifications

• Excellent communication skills in English.
• Strong problem-solving abilities.

Responsibilities

• Act as the first point of contact for customers via various channels.
• Assist customers with vehicle reservations and modifications.
• Resolve customer complaints and escalations promptly.

Job description

JOB OVERVIEW/PURPOSE:

The Customer Support Executive is responsible for providing exceptional service to customers throughout the car rental lifecycle, from initial inquiry to vehicle return. The role ensures a seamless customer experience by handling reservations, responding to queries, resolving complaints, and coordinating with internal teams to meet service standards. This job plays a vital role in enhancing customer satisfaction, fostering loyalty, and maintaining the company’s reputation for quality and reliability in the competitive car rental market.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

Customer Interaction & Service Delivery

• Act as the first point of contact for customers via phone, email, live chat, or in person, ensuring timely and courteous responses.
• Assist customers with vehicle reservations, extensions, cancellations, and modifications while ensuring adherence to company policies.
• Provide clear explanations of rental terms, insurance coverage, pricing, and additional services (e.g., GPS, child seats, chauffeur services).
• Handle check-in and check-out processes efficiently, including document verification, contract completion, and explaining rental procedures.
• Resolve customer complaints and escalations promptly and effectively, ensuring issues are handled to customer satisfaction.

Operational Support

• Coordinate with fleet, logistics, and branch operations teams to ensure vehicles are available, clean, and well-maintained.
• Track reservation pipelines to ensure smooth allocation of vehicles and minimize overbooking risks.
• Update and maintain customer records in CRM and rental management systems with accuracy.
• Process payments, deposits, refunds, and adjustments securely in line with company financial procedures.

Service Quality & Compliance

• Adhere to company service standards and always maintain a professional and customer-centric approach.
• Monitor customer feedback and contribute to service improvement initiatives.
• Support loyalty program enrolments and promote upselling or cross-selling of rental services, packages, and add-ons.

General Accountabilities

• Uphold company values throughout business practices and utilize sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business.