Customer Service Representative Hertz Financial Services

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-Al Futtaim Group employs more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, and partners with over 200 of the world's most admired and innovative brands.

Overview of the role

Provide exceptional, compliant and efficient service to Financial Services, Rental and leasing customers across phone, email and walk in channels; resolve queries and complaints; own case closure end to end; and perform contract related administration in line with SOPs and KPIs (CSAT, FCR, AHT, SLA).

What you will do

• Handle inbound calls/emails via the contact centre platform (e.g., Genesys) and respond within departmental SLAs; log and dispose every interaction in CRM and ensure clear notes and documentation.
• Deliver First Contact Resolution by diagnosing issues, coordinating with internal teams (maintenance/logistics/collections/AR) as needed, and proactively updating customers until closure.
• Perform administrative tasks on customer contracts (renewals/expiries, fines & lock notices, damage estimates, off hire, replacements), ensuring accuracy in enterprise systems (e.g., CarPro & Accipiens) and related tools.
• Meet and greet walk in customers at head office/branches; verify identity, triage requests, and provide timely resolution or escalation as required.
• Adhere to Customer Care SOP (requests, outgoing contact, and complaint handling), ensuring acknowledgements, investigation, documented outcomes, and formal resolutions within stipulated timelines; comply with KYC/data privacy/AML where applicable.

Required Skills to be successful

• Background of Customer Relations & Financial Services.

About the Team

This role reports to Assistant Manager - Customer Services.

What equips you for the role

• Diploma/Bachelor's preferred.
• 1-3 years in contact centre or front line customer service; car rental/leasing or financial services exposure is an advantage.