Customer Service Supervisor | Hertz

Hertz is the worldwide market leader in car rental and leasing. It has been in operation since 1918. With over 7,000 locations in more than 150 countries, Hertz manages over 700,000 vehicles around the world.
The Hertz UAE franchise started in 1993 and has grown into an operation that is the top car rental and leasing company in the UAE. Hertz has the largest purpose-built rental facility in the Middle East, the largest airport counter in Dubai, and the youngest fleet in the market. The company continues to strengthen its position in the market by consistently introducing innovative and customer-focused services, as well as regularly training its staff at all levels.

We are currently looking to recruit an experienced Customer Service Supervisor to be based in Dubai. The job purpose is as follows:
To ensure a high level of customer satisfaction and enhance the brand image to meet and exceed set standards. To ensure compliance with counter procedures and documentation so that every customer transaction and vehicle movement is accurately accounted. To ensure exploitation of sales opportunities at the rental location and thereby maximize rental revenue.

Main duties:

1. To carry out business practices that are ethical and in line with Hertz and Al-Futtaim policies.
2. To provide car rental services that are economical, cost-effective, and seamless, meeting the expectations of customers.
3. To provide regular updates to the Rental Operations Manager on business patterns and competition activities in the region.
4. Work closely with the sales team to drive corporate business from the Dubai branches.

Key responsibilities:

1. Ensure high standards of customer satisfaction so that set standards are met and exceeded. Recommend process improvements so that front-end operations run smoothly and efficiently. Constantly drive associate and customer satisfaction levels to achieve Gallup's Human Sigma level 5.

To be successful in this role you will have:

• Graduate of Management Diploma/Degree
• 2 years experience leading a customer service/sales team, handling customer disputes/grievances, and administrative routine.
• Strong administrative skills.
• PC literate: MS Office
• Valid UAE Driving Licence
• Interpersonal skills, leadership skills, ability to work under pressure
• Good verbal and written communication.
• Decision-making tact and strong admin skills

About The Company
Established in the 1930s, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940s and 50s saw it establish itself regionally as an integrated commercial, industrial, and services organization, positioning itself as one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman, and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Group’s continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service, and social responsibility that define its core business philosophy. This, linked with the Group’s belief in decentralization, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.