UAE National- Senior Customer Service Representative

Dubai, Dubai, United Arab Emirates


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 ensure the customer is dealt with in a pleasant, professional and efficient manner providing best in class customer service and products.

Ensure high level of customer satisfaction and enhancing the brand image to meet and exceed set standards.

Continuously drive Customer Service Values to improve customer engagement.

Step up to perform the role of a Supervisor when required.

What you will do:

Achieve group revenue target for daily, weekly and monthly rentals – for the branch.

Should maintain counter as per Hertz International Standards. Image audit and operational audit.

Ensure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system.

Customer Service: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner.

Manage the 5*5 / action items on a daily basis and rectify the errors without delay during the shift.

Manage the pre check ins daily and ensure that closing of rental is done without delay. Justification of unclosed rentals.

Manage the fleet availability at the branch at all times, especially while the branch supervisor is not available, to ensure walk-in targets are achieved

Shift Handover : Ensure shift closing is done as per set standards and that there no variances. Vehicle inventory, manual docs, cash etc., are properly handed over and acknowledged. To settle any variances within 24 hours.

Required Skills to be successful:

Job-Specific Skills: PC literate, hospitality background, understanding of vehicle rental will be an advantage.

Behavioural Competencies: Customer service skills, Excellent communication skills, team player, planning and organization, problem solving.

What equips you for the role:

Minimum Qualifications and Knowledge: Graduate

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.

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