Customer Service Representative Rental & Leasing Hertz Fujairah

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Customer Service Representative Rental & Leasing Hertz Fujairah

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) is pivotal in delivering exceptional customer service and ensuring a seamless rental experience from pickup to return. This role involves managing rental transactions, addressing customer needs, and driving sales by promoting additional products and services. As the face of the company, the CSR plays a crucial role in maximizing revenue opportunities and contributing to overall business performance through excellent service and proactive selling.

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, such as insurance, upgrades, GPS, and 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 skills.
• Team building abilities.
• Commercial acumen, especially in promoting additional products and services.
• Effective communication and problem-solving 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 in English; Arabic and other language skills are an advantage.
• Effective in setting priorities and scheduling activities.
• Excellent communication, problem-solving, and analytical skills.