Customer Service Representative

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

To ensure the customer is dealt with in a pleasant, professional and efficient manner providing best in class customer service and products. Ensure high level of customer satisfaction and enhancing the brand image to meet and exceed set standards. Continuously drive Customer Service Value to improve customer engagement.

What you will do:
- Achieve group revenue target for daily, weekly and monthly rentals - for the branch.
- Should maintain counter as per Hertz International Standards. Image audit and operational audit.
- Ensure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system.
- Customer Service/NPS Scores: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner.
- Manage the pre check ins daily and ensure that closing of rental is done without delay. Justification of unclosed rentals.

Requirements

Taking over a shift:
- Check the register and POS machines tally.
- Check the register and cash in hand tally.
- Check petty cash is correct (pending claims, bills and cash in hand are balanced).
- Check vehicles physically and confirm they tally with the system.
- Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
- Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

Taking over a shift in the case of emergency leave (only one CSR in branch):
- Backup Key with line manager will be handed over to replacement CSR.
- Replacement CSR must sign a form for receiving branch key.
- Replacement CSR must hand over the spare key back to supervisor at the end of the shift.
- All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.
- All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.

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.