Ref: HP698-8252
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 an experienced Senior Customer Service Supervisor to be based in Dubai to ensure timely execution of rental reservations, increased allocation of vehicles for walk and overall improvement in customer satisfaction by adhering to agreed Hertz standards concerning Vehicle delivery and collection.
The job purpose is as follows:
Operations -
* Running daily reservations manifest for all branches in Dubai and Northern emirates and allocation of vehicles for all bookings
* Manage driver allocation to reservation
* Handle all confirmed rental vehicle delivery and collections
* Source vehicles from various branches for walk in requirements
* Liaise with the Yard team to ensure adequate stock of clean vehicles for confirmed reservations and walk ins.
* Monitor open transfers for branch 98 and 58 and ensure they are resolved on a daily basis
* Ensure dirty vehicles are moved from different branches in a timely manner to ensure smooth flow and parking of clean vehicles
Reporting -
* Send an updated report on the collections manifest on a daily basis to the supervisor/manager
* Email the Shift Handover document to the supervisor/manager at the end of each shift
Service Advisor -
* Attend to customer queries concerning service and maintenance after office hours i.e. from 08:00 PM to 08:00 AM and all day on Friday
* Attend to Breakdowns and emergencies after office hours i.e. from 08:00 PM to 08:00 AM and all day on Friday
Customer Complaints & Resolutions -
* Ensure all policies and procedures are strictly adhered to ensure customer satisfaction.
* Where required customer challenges are escalated to the Supervisor/Manager as per process agreed.
Registration Renewal -
* Ensure all vehicles have an updated registration copy
* Vehicles due for registration renewal are transferred to the respective branch
Requirements
To be successful for this role you will have;
Minimum Qualifications and Knowledge: High school with valid UAE Driving License
Job-Specific Skills: Good command of English, Knowledge of MS-Office
Behavioural Competencies: Good communication skills, Effective listening and Customer focus
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.