Overview Of The Role:

• The Senior Customer Service Representative (CSR) is a pivotal front-line role within Al Futtaim Finance, responsible for delivering exceptional customer service at the front office in the UAE. The CSR manages all aspects of rental transactions, from processing check-ins and check-outs to efficiently handling customer inquiries and requests, ensuring a seamless experience. Additionally, the CSR promotes sales of additional products and services to maximize revenue, contributing significantly to business performance. Success in this role is determined by customer satisfaction levels, efficient transaction processing, and achievement of sales targets through proactive upselling.

What You Will Do:

Customer Interaction:

• Greet customers professionally and create a welcoming front-office environment.
• Handle customer inquiries, complaints, and service requests efficiently and professionally.
• Upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue.
• Support loyalty program enrollment and promote brand offers and campaigns.
• Resolve issues quickly to ensure a high level of customer satisfaction.

Rental Transactions: 

• Process rental transactions accurately, including check-ins, check-outs, and returns.
• 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.
• Ensure timely and accurate invoicing for all rental transactions and additional charges.
• Maintain accurate records in the rental management system.
• Monitor and follow up on reservations, no-shows, and late returns.

Operations Support:

• Collaborate with operations and fleet teams to ensure vehicle availability and timely service.
• Maintain a clean and organized front-office workspace.
• Smooth process flow between Operations, Brands & Rental.
• Adherence to Operations SOP.
• Achieve set Approval rates & TAT.

Skills

Required Skills To Be Successful:

• Strong customer relations and team building skills.
• Effective in setting priorities and scheduling activities.
• Excellent communication, problem-solving and analytical skills.
• Strong commercial acumen.

What Qualifies You For The Role:

• University graduate.
• At least 2-year experience in the customer service industry.
• General understanding of the car rental industry.
• Fluent English; Arabic and other language skills will be an advantage.