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

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A major regional business in Dubai is looking for a Senior Customer Service Representative to enhance its front-line operations. The role involves managing rental transactions, providing outstanding customer service, and promoting additional products to customers. Ideal candidates will have at least two years of experience in customer service and a good understanding of the car rental industry, with proficiency in English. This role is critical for ensuring customer satisfaction and revenue growth.

Qualifications

• At least 2 years of experience in the customer service industry.
• Strong understanding of the car rental industry.
• Fluent in English; Arabic and other language skills are advantageous.

Responsibilities

• Deliver exceptional customer service at the front office.
• Manage rental transactions from check-ins to check-outs.
• Upsell additional products to maximize revenue.

Skills

Customer relations

Team building

Problem-solving

Analytical skills

Communication

Education

University graduate

Job description

Established in the 1930s as a trading business, Al‑Futtaim Group 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—Al‑Futtaim employs more than 35,000 employees across the Middle East, Asia and Africa and partners with over 200 of the world's most admired and innovative brands.

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

Overview Of The Role

The Senior Customer Service Representative (CSR) is a pivotal front‑line role within Al Futtaim Finance, responsible for delivering exceptional customer service at the front office in the UAE. The CSR manages all aspects of rental transactions, from processing check‑ins and check‑outs to efficiently handling customer inquiries and requests, ensuring a seamless experience. Additionally, the CSR promotes sales of additional products and services to maximize revenue, contributing significantly to business performance. Success in this role is determined by customer satisfaction levels, efficient transaction processing, and achievement of sales targets through proactive upselling.

What You Will Do

Customer Interaction

• Greet customers professionally and create a welcoming front‑office environment.
• Handle customer inquiries, complaints, and service requests efficiently and professionally.
• Upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue.
• Support loyalty program enrollment and promote brand offers and campaigns.
• Resolve issues quickly to ensure a high level of customer satisfaction.

Rental Transactions

• Process rental transactions accurately, including check‑ins, check‑outs, and returns.
• Verify customer credentials and ensure compliance with rental policies and procedures.
• Inspect vehicles with customers at pickup and return for damage, cleanliness, and fuel levels.
• Ensure timely and accurate invoicing for all rental transactions and additional charges.
• Maintain accurate records in the rental management system.
• Monitor and follow up on reservations, no‑shows, and late returns.

Operations Support

• Collaborate with operations and fleet teams to ensure vehicle availability and timely service.
• Maintain a clean and organized front‑office workspace.
• Smooth process flow between Operations, Brands & Rental.
• Adhere to Operations SOP.
• Achieve set Approval rates & TAT.

Required Skills To Be Successful

• Strong customer relations and team building skills.
• Effective in setting priorities and scheduling activities.
• Excellent communication, problem‑solving and analytical skills.

What Qualifies You For The Role

• University graduate.
• At least 2‑year experience in the customer service industry.
• General understanding of the car rental industry.
• Fluent English; Arabic and other language skills will be an advantage.

Al‑Futtaim Group is committed to equal opportunity employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or veteran status.