Senior Customer Service Representative Hertz Financial Services Rental & Leasing

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.

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.

• 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.