Job closed
Ref: HP698-4861
Job description / Role
A new company within the Al Futtaim group entitled Al Futtaim Vehicle Rentals LLC is being set up in Qatar to manage the rental of vehicles & the provision of driven services. This operation will be based in Doha with local management working in tandem with management & operational support provided by Al Futtaim Group UAE.
To ensure high level of customer satisfaction and enhancing of the brand image to meet and exceed set standards. To ensure compliance with counter procedures and documentation so that every customer transaction and vehicle movement is accurately accounted. To ensure maximisation of sales opportunities at the rental location and thereby increasing business revenue.
* Ensure high standards of customer satisfaction so that set standards are met and exceeded. Recommend process of improvements so that the front end operations run smoothly and efficiently.
* Guide/coach and motivate CSR's to increase rental revenue and determine requirement of vehicles for daily & monthly rentals/ reservations so that location revenue targets and customer requirements are met.
* Ensure compliance of procedures and recommend new procedures or changes to existing procedures so that revenue and vehicle movement is accurately and completely accounted for. Ensure accuracy of documentation and system entry to achieve zero-error records.
* Ensure that the Customer Service team is adequately staffed with competent, motivated and trained professionals to ensure effectiveness of the customer service function.
* Ensure maintenance of the location as per set standards and enhancement of brand image
* Ensure Downtime on Lease permanent vehicles is kept to minimum.
* Ensure customer challenges/escalations do not exceed 5% of the total transaction handled by the Customer Service Team. The total transactions will include service bookings, ready cars sent out, registration renewals and any other transactions handled by the Customer Service Team.
* Reduce the Rental fleet on replacement with lease for Service, maintenance and Accident repairs.
* Conduct monthly PDR meetings with the CSRs and Drivers and present a monthly PDR report to the Customer Service Manager.
Requirements
Minimum Qualifications and Knowledge:
Graduate or Management Diploma/ Degree
Minimum Experience:
2- 3 yrs experience leading a customer service/sales team, handling Customer disputes/Grievances and administrative routine. Strong Administrative skills.
Job-Specific Skills:
PC- literate : MS-Office, Valid Driving licence
Behavioural Competencies:
Interpersonal Skills, Leadership Skills, Ability to work under Pressure. Good Verbal & Written Communication, Decision Making Tact, Strong Administrative 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.