Senior Customer Service Representative | Hertz | Rental & Leasing | Al Futtaim Financial Services (Dubai, AE) contract

Job Requisition ID: 176202 

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

The Senior Customer Service Representative is responsible for managing client relationships, identifying customer requirements, and providing appropriate solutions in coordination with the Sales Team. This role serves as the main contact for clients, facilitating communication, resolving issues efficiently, and ensuring consistent service delivery.

What you will do

•    Act as the primary point of contact for assigned clients, ensuring all queries and requests are tracked and  handled efficiently and within the agreed SLA. 
•    Build and maintain strong, long-term relationships with clients to foster loyalty and improve retention by scheduling quarterly account management meetings between the Key Account Manager and our customers.
•    Work with Key Account Managers and customers to ensure all necessary documents are provided for efficient processing of New / Ex-fleet / Pre-lease orders.
•    Coordinate with internal teams i.e. Contract Origination, Vehicle Logistics and Key Account Managers to ensure timely Vehicle Delivery

•    Ensure Proactive tracking of Vehicles going through the Maintenance and Registration renewal processes with proactive communication on the ETAs to customers
•    Be the first point of escalation for complaints from designated corporate clients, addressing their inquiries proactively to prevent further escalation.
•    Record and monitor agreement renewal details, coordinating with Key Account Managers and customers to provide renewal updates and available options at least 15 days before the agreement expiration date.
•    Schedule Vehicle Offhires directly in the system based on Customer confirmation to enable timely vehicle collection and agreement closure
•    Upon Vehicle offhire, close the agreement in the system with accurate vehicle and offhire details and any pending Traffic fine, toll or damage chargeback to enable correct final invoicing.
•    Communicate client feedback and insights to management for process enhancement.
•    Support the resolution of client issues, escalating complex cases as needed.
•    Contribute to the development and implementation of customer experience initiatives.
•    Stay updated on industry trends and best practices in relationship management.

Required Skills to be successful

•    Strong understanding of customer service processes and client engagement strategies.
•    Excellent interpersonal, facilitation, and presentation skills.
•    Ability to maintain organized tracking systems for client interactions.
•    Effective in setting priorities and managing multiple client accounts.
•    Proactive problem-solving and conflict resolution skills.

What equips you for the role

•    University Graduate.

•    Minimum 1 year of experience in customer service, relationship management, or sales coordination.

About Al-Futtaim Group Real Estate
The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years. 
Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.
AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About Al-Futtaim Malls 
Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers. 

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

For more information on Al-Futtaim Malls, please visit https://www.al-futtaimmalls.com/

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions. 
 
The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation. 
 
The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services. 
 
These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts. 

Tagged as: Account Manager, Al Futtaim, automotive, Cairo, Construction, Customer Service, Customer Service Representative, Developer, Dubai, Engineer, erp, healthcare, Hertz, Intern, ITI, Key Account Manager, labor, management, manager, retail, sales, ship, UAE

Source ⇲
Al Futtaim Private Company LLC - Custom Search locationMulti:(AE)