Team Leader | Hertz | Automotive

Job Requisition ID: 170371

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:

• To lead and supervise the front-office team at Dubai International Airport.
• Ensuring smooth daily operations, exceptional customer service, and achievement of sales and operational targets.
• The Team Leader serves as the first line of management, driving performance, maintaining service excellence, and ensuring compliance with company policies in a fast-paced airport environmen
  
  

What you will do:

Customer Service & Sales

• Ensure high levels of customer satisfaction by delivering a seamless rental experience.
• Handle escalated customer issues and complaints promptly and professionally.
• Drive upselling of additional products and services (insurance, upgrades, GPS, etc.) to meet revenue targets.
• Monitor and coach team members to enhance their service delivery and sales performance
  
  

Team Leadership

• Supervise, train, and support front-office staff (Customer Service Representatives).
• Conduct daily briefings, assign duties, and monitor staff schedules to ensure adequate coverage.
• Lead by example in professionalism, punctuality, and customer handling.
• Support recruitment, onboarding, and ongoing performance evaluations.
• Operational Excellence
• Oversee rental processes including check-outs, returns, upgrades, and vehicle exchanges.
• Ensure all documentation and invoicing are completed accurately and on time.
• Monitor vehicle availability and coordinate with the fleet team to minimize wait times.
• Enforce company policies, airport regulations, and safety standards.
  
  

Reporting & Compliance

• Track branch KPIs: customer satisfaction, revenue per transaction, upsell ratios, etc.
• Prepare daily shift reports and escalate key issues to the Branch Manager.
• Ensure data accuracy in rental management systems.
• Maintain audit-ready documentation and enforce compliance with internal controls
  
  

Required Skills To Be Successful

• At least 2-year experience in customer service industry.
• General understanding of Car rental industry.
• Strong customer relations and team building skills.
• Languages Fluent English. Arabic and other language skills will be an advantage
• Strong commercial acumen.
• Effective in setting priorities and scheduling activities.
• Excellent communication, problem solving and analytical skills
  
  

What Equips You For The Role

• Bachelor’s degree/University degree or equivalent experience
  
  

About Al-Futtaim Automotive

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.