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 escalate key issues to the Branch Manager.

•  Ensure data accuracy in rental management systems.•  Maintain audit-ready documentation and enforce compliance with internal controls.

Skills

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.