Call Centre Agent - Hertz

Job description / Role

Hertz is the worldwide market leader in car rental and leasing. It has been in operation since 1918. With over 7,000 locations in more than 150 countries Hertz manages over 700,000 vehicles around the world. The Hertz UAE franchise started in 1993 and has grown into an operation that is the top car rental and leasing company in the UAE. Hertz has the largest purpose built rental facility in the Middle East, the largest airport counter in Dubai and the youngest fleet in the market. The company continues to strengthen its position in the market by consistently introducing innovative and customer focused services, as well as regularly training its staff at all levels.

This role is based within the Sales and Marketing division of Hertz and located in Dubai. Dealing with customers via telephone providing information on international car rental, the specifics of the role will include (but not be restricted to):
- Provide excellent customer service as per company policy and procedures
- Resolving customer issues promptly, within company guidelines, before escalating to higher level
- Attend to customer needs, understand their requirements so that maximum number of enquiries are converted into reservations at best prices
- Handle all reservations related documentation, including inputting reservations into the front end car rental system
- Maintain up to date knowledge of products, tariffs, and procedures to maintain maximum profitability
- Inform customers of documents required for rentals
- Prepare and verify daily reservation manifest
- Address customer complaints and service related issues to ensure total customer satisfaction
- Ensure that all rental & related records/documents are maintained in line with Hertz procedures for effective Controls
- Provide productivity reports to Call Centre Manager as and when required
- Ensure compliance with policies and customer qualification procedures.

Requirements

- A background in Customer Services/Sales
- Strong English communication skills; reading, writing and speaking
- Strong Arabic communication skills; reading, writing and speaking desirable
- Experience in customer service/sales orientation
- Competent with using computer packages such as Word and Excel
- Be able to show a proactive and positive approach at all times
- Strong team player able to share knowledge and experience with new staff
- Ensuring that the Hertz image is maintained at all times with regard to signage, cleanliness, appearance of branch and equipment.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.