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

Job Requisition ID: 179667

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

Overview Of The Role:

• The Customer Service Representative (CSR) plays a vital role in delivering exceptional service at the front office, ensuring seamless rental transactions from pickup to return. As the company's face, the CSR is responsible for greeting customers professionally, processing rental transactions, handling inquiries, complaints, and service requests efficiently. The role is critical in promoting additional products and services to drive sales and maximize revenue, contributing to the overall business performance through proactive selling and excellent service. Collaboration with operations and fleet teams ensures vehicle availability and service, while supporting loyalty program enrollment enhances the brand's reach. Adherence to company policies, maintaining accurate records, and ensuring smooth process flow between operations and rental are crucial for achieving desired service and quality levels.
  
  

What You Will Do:

• Greet customers professionally and create a welcoming front-office environment.
• Process rental transactions accurately, including check-ins, check-outs, and returns.
• Upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue.
• Handle customer inquiries, complaints, and service requests efficiently and professionally.
• 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.
• Maintain accurate records in the rental management system.
• Ensure timely and accurate invoicing for all rental transactions and additional charges.
• Collaborate with operations and fleet teams to ensure vehicle availability and timely service.
• Resolve issues quickly to ensure a high level of customer satisfaction.
• Support loyalty program enrollment and promote brand offers and campaigns.
• Maintain a clean and organized front-office workspace.
• Monitor and follow up on reservations, no-shows, and late returns.
  
  

Required Skills To Be Successful:

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

What Equips 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.
  
  

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.

AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About Al-Futtaim Malls

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

For more information on Al-Futtaim Malls, please visit https://www.al-futtaimmalls.com/

About Al-Futtaim Engineering & Technologies

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.

The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.