Customer Relations Executive 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.

We are currently looking for a highly enthusiastic Customer Relations Executive for our Hertz team based in Dubai. The job purposes are as follows:

- To handle extension of rental agreements and recovery of rental, traffic fine and salik charges in accordance with the company's service standards and policies and to ensure high level of customer satisfaction.
- Ensure timely extension of agreements for both LPO and pax rental contracts.
- Ensure recovery of Salik and Traffic Fine for all open and closed agreements.
- Recommend agreements for police case and prepare documentation for Manager's review.
- Ensure that queries are handled on time and no escalation.
- Conduct regular monitoring and updating of reports.
- Come up with the best operating procedures and share best practices to the team.
- To address concerns promptly to avoid escalations/dissatisfaction that might affect the company's objective in promoting Customer Satisfaction and Retention Program.
- To report customer feedback and concerns to the Manager in order to promote Customer Satisfaction.
- To recommend a win- win situation in any concern benefiting both customers and the management in order to maintain the good business relationship.

Requirements

To be successful in this role, you should have the following skills/experience:

Minimum Qualifications and Knowledge:
* College Graduate. holding a Bachelor's Degree.
* At least 2 years of experience in customer relations.
* Arabic speaking is preferred.
* PC literate with MS Office skills.
* A background in the hospitality industry.
* Having a good understanding of vehicle rental services would be an advantage.

Job-Specific Skills:
* Fluent in English - both written and oral.
* Prepared to work in shifts.
* Flexible to work in different Hertz locations.

Behavioral Competencies:
* Excellent organizational and time management skills.
* Ability to work well as a team member.
* An enthusiastic, flexible and positive attitude towards providing an excellent service to our customers.
* Excellent communication skills, as well as planning and problem solving skills.

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.