Senior Customer Service Executive – Leasing – 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 to recruit a Senior Customer Service Executive to be based in our Mussafah Branch, Abu Dhabi.

The Job purpose will be to improve overall customer satisfaction by ensuring that the customer is dealt with in a pleasant and professional manner by adhering to acceptable Hertz standards/brand associated to vehicle deliveries and collections, schedule service and maintenance of vehicles, manage reconciliation of fuel invoices, monitor and communicate vehicle damages, report traffic and salik violations and manage all after sales inquiries raised by the client.

KEY ACCOUNTABILITIES:

Reporting -

* Take complete ownership of job responsibilities and maintain up-to-date records such as vehicle fleet inventory, driver information, agreements, vehicle service history, vehicle damages, salik tolls and traffic violations etc.

Manage Service & Maintenance -

* Book vehicles for its periodic service and maintenance based on service history and current mileage.
* Attend to customer queries and complaints noticed in vehicles and communicate the information to the Maintenance Department.
* In case of accident damages, he/she advises the customers to obtain a police report.
* Arrange for implementation of the scheduled vehicle exchanges at the customer's site as per vehicle exchange policy and procedures.
* Follow up with these functions to ensure minimum downtime of the vehicle (i.e. speedy completion of the job and return of the lease vehicle to the customer.

Customer complaints and resolution -

* Ensure all policies and procedures are strictly adhered to ensure customer satisfaction.
* Where required customer service challenges are escalated to the Supervisor/Manager as per agreed Service Level Agreement

Maintenance of records/archiving -

* Prepares and maintains records related to vehicle exchanges and fuel consumption and does necessary inputs into the front end system

Customer Correspondence -

* To communicate both, verbal and written form on any additional cost that is justifiably to be borne by the client (lessee) pertaining to vehicle damages, excess mileage, non-return of replacements, traffic violations, Salik toll usage etc. in line to the clauses defined in a Service Level Agreement


Job Context:
This position demands a front end representative to deal with customers in a highly competitive business environment.
Needs to have a positive attitude, self-motivated and be ready to take initiative in problem solving.

Requirements

To be successful for this role you will have;
Minimum Qualifications and Knowledge: Minimum High school certification with valid UAE Driving License
Job-Specific Skills:
Excellent written and verbal communication skills in Arabic  and English
Knowledge of MS Office applications
Behavioural Competencies:
Good communication skills, effective listening and Customer Service Orientated
Strong interpersonal skills required to build internal and external relationships

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.