Senior Customer Service Representative Hertz Financial Services Rental & Leasing

Join to apply for the Senior Customer Service Representative Hertz Financial Services Rental & Leasing role at Al-Futtaim Automotive

Job Requisition ID: 173865

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. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; 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 each and every day

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.

• 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.

• 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.

• 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.

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

• 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.

Position located in Dubai, United Arab Emirates.