Job Description

Roles & Responsibilities

• The Customer Service Representative (CSR) plays a vital role in delivering exceptional service at the front office, ensuring seamless rental transactions from pickup to return. As the company's face, the CSR is responsible for greeting customers professionally, processing rental transactions, handling inquiries, complaints, and service requests efficiently. The role is critical in promoting additional products and services to drive sales and maximize revenue, contributing to the overall business performance through proactive selling and excellent service. Collaboration with operations and fleet teams ensures vehicle availability and service, while supporting loyalty program enrollment enhances the brand's reach. Adherence to company policies, maintaining accurate records, and ensuring smooth process flow between operations and rental are crucial for achieving desired service and quality levels.

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 (e.g., insurance, upgrades, GPS, 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.

Desired Candidate Profile

• Strong customer relations and team building skills.

• Strong commercial acumen.

• Effective in setting priorities and scheduling activities.

• Excellent communication, problem solving, and analytical 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 English. Arabic and other language skills will be an advantage.