Team Leader

Job Requisition ID: 176812

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.

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 environment.

What you will do: Customer Service and 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.

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.

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.

Reporting & Compliance

• Track branch KPIs: customer satisfaction, revenue per transaction, upsell ratios, etc.
• Prepare daily shift reports and elevate 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

• Must be University Graduate.
• Customer-Centric Leadership.
• Transformation & Change Agility.
• Strong Operational & Compliance Discipline.

What Equips for you for the role

• At least 2-year experience in customer service industry.
• General understanding of Car rental industry.
• Strong customer relations and team building skills.