UAE National-Customer Relation Executive - #24685

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 be responsible to provide a central point of contact between HERTZ and the customer for after sales activities and to develop and build long term business relationships. To ensure high level of customer service in line with company policy, procedures & standards

What you will do:

• Demonstrates commitment to Customer Satisfaction.
• Ensure that the standard as set from the Al Fustian Way Behaviours are met and exceeded.
• Local Concern: Mediates between the customer and the company regarding local concerns such as Corporate Rental Extension, Direct Complaints from customers, Interdepartmental Coordination, Rental Refund bank transfers and AFSS reconciliation
• Inbound Concern: Liaises with Hertz International about in-bound customer complaints, queries on service invoices, rates and other relevant matters
• Creating monthly local purchase order in SAP for general administrative requests and rental operations expenses. Verify invoices and submit to finance for payments and settlement.
• Ensures that wrongly charged and subsequently closed rental contracts both local and pre-paid rentals are attended and rectified. Processes refund those over-paid rentals and with disputes.
• Provide all justification to support the charges following Hertz rental terms and conditions. Ensure that all cases are responded in accordance to Bank policy to avoid chargeback. . matters relating to Bank Facilities (POS machines, Imprints etc.) and Procedures (Security Blockings, Refunds etc.).
• Projects: Involvement in implementation of Rental Related projects such as Leasepro upgrade, reintroducing Firefly, Credit Card automation and Payment Gateway

Required Skills to be successful:

2 years of experience in a Customer Service Environment.PC literate, Superior MS Office Skills,
Previous Car Rental experience and working with carpro system will be an advantage

Behavioural Competencies:
Self Starter, ability to work independently with tight timelines, Organizational skills, team player and
reliable. Has a good command of both written and spoken English

What equips you for the role:

High School

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.