Customer Service Representative (UAE National)

Job Purpose

Key Responsibilities

• Deliver an exceptional rental experience to customers by adopting industry best practices*
• Consistently achieve sales targets by maximising vehicle utilisation*
• Liaise with relevant departments to ensure vehicles are available on time and customers experience a seamless rental process*
• Provide outstanding customer service to enhance brand reputation and customer loyalty*
• Manage short-term rentals on a daily, weekly, and monthly basis in full compliance with company policies and procedures*
• Collect outstanding customer payments, including rental and non-rental charges*
• Ensure compliance with rental procedures, including vehicle check-out and check-in processes, and maintain accurate documentation*
• Manage cash register closure and variance reconciliation in line with audit requirements*
• Monitor and achieve Customer Satisfaction Index (CSI) targets by effectively managing all relevant KPIs*
• Respond promptly to customer enquiries and requests, ensuring vehicles are delivered within the agreed timelines through coordination with the distribution team*
• Coordinate with the Service Scheduler to manage customer service requests, including accidents, breakdowns, repairs, and maintenance requirements*
• Liaise with workshops to ensure vehicles are serviced and repaired within agreed turnaround times (TAT)*
• Resolve customer complaints professionally and implement sustainable solutions to prevent recurrence*
• Accurately enter customer information and related data into company systems, including the relevant police systems (DPDS & TARS)*
• Manage branch register activities, including closure and variance clearance*
• Process inbound rental bookings received from travel agents and other business partners*
• Support the adoption and promotion of new digital tools and features in line with market trends and business requirements*
• Contribute to workshop business growth by collaborating with Service Advisors and supporting sales initiatives

Educational Qualifications

• Bachelor's degree or equivalent qualification

Experience

• Minimum of 3 years' experience in a similar role, preferably within the automotive, rental, or customer service industry

Competencies

• Professional and customer-focused approach with excellent interpersonal skills*
• Strong communication skills in both verbal and written formats*
• Resilient, adaptable, and capable of handling challenging situations effectively*
• Strong problem-solving and customer service orientation*
• Ability to work collaboratively as part of a team

Languages

• Arabic (preferred)
• English (required)