Customer Service Representative | Hertz | Automotive

Job Requisition ID: 169530 

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 A”rab 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 organisation 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 engagemen

What you will do:

Preparation of shift:

Check Branch reservations.
Fleet management – Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift. 
Make sure you have spotted and organized any special requests. Eg, Child seats, deliveries, GPS units etc.
Gold locations need to ensure that agreements are prepared in advance for Hertz tier members (President Circle, Platinum Members). .
Update the presentation published on the in-branch television with customer names (this makes a customer feel special) – to be done by locations that have a television set up.

 Customer interaction:

Welcome any customer as they walk through the office doors or approach your counter –Giving this to a customer gives them a sense of belonging, they feel that their business is wanted and it’s the beginning to a positive rental process. However, if you are welcoming a customer ‘Good afternoon, welcome to Hertz’ yet busy doing other things (Walking around the office or filing some paperwork), the welcome has clashed as you don’t yet have time for them. 
Welcome the customer and make eye contact/look at them as they approach the counter in front of you.
Understand how you can assist the customer (reservation, walkin, off hire etc).
Offer the customer some coffee or a bottle of water. At times, all CSR’s will be busy with customers, the drivers then need to take the initiative of engaging with the customer and making them feel welcome. Drivers can ask the customer whether they have a reservation, explain to them that they will be assisted in a few moments by one of their colleagues; offer them water/coffee and ask them to take a seat – Asking the customer to take a seat with a coffee or bottle of water will allow them to feel comforted and welcomed at the same time CSR’s can also do this if nobody else is in the office (CSR’s need to ensure their drivers are adhering to this)Collect the required documents for scanning and ask the customer to fill in a customer declaration form if necessary - Conversing with customers throughout the entire rental process will not make the time they are in the office feel like it is just a legal procedure that has to be done, it will be an experience. Ask customer’s whether they are here on business or holiday; maybe give some opinions on what they can do if they are in Dubai for leisure – Customer interaction/engagement will make the process seem less lengthy and will definitely ensure positive feedback.
Complete the transaction ensuring a smooth process; Open the Rental agreement with the desired vehicle ensuring any additional services (Oman insurance, Additional driver etc) are taken into account.
Proceed with the credit card transaction; reiterate to the customer of the transaction that is about to take place (‘I am about to block an amount of AED2000 for the rental + security 
deposit’).

Explain the vital points in the agreement to the custome:

Contact number and agreement number in the case assistance is required
Validity of the contract
informing all customers, tire damages are not covered by the insurance policy. (Also inform the customer, salik and traffic fine charges may be collected after off-hire which will then be charged on their credit card in the future)
Ensure the customer is aware that if they would like to extend their contract, they can do so via telephone using the same credit card. Hertz in regards to the extending the contract, Hertz will automatically charge them on their credit card 48 hours after expiry of the contract.
In the case of early off hire, the refund process will take 21 working days from the date of closure.
All ancillary charges incurred within one month of closing of contract will be recovered automatically from the credit card submitted at the time of rental.
Verify with the customer if there is anything further you may assist them with, provide them with a 
business card as well as a map for the Hertz location they have chosen to off hire at. Introduce them to the driver who will assist them with their vehicle. (CSR’s assist with check-ins as well as check-outs if driver’s are busy)Check-ins to be assisted to the correct parking location.
If a customer is in a rush upon off-hire, check the vehicle, confirm their email address and send them an invoice via email.

Throughout your shift:

Check and respond to emails.
Bank deposits.
Ensure we have the correct stationary for smooth running of business (if not, order stationary via the back office).
Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift.
If there are any concerns you feel you cannot make a decision for, raise this to your supervisor at the earliest for rectification.
Coordinate with your drivers to move all reservation vehicles to the front office for a fast and smooth check-out process.
Ensure all Rental agreements that have opted for collection are closed within a minimal time frame to avoid a large number of pre-closed agreements stacking up

Closing of 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).
Close your shift

Required Skills to be successful:

Job-Specific Skills: PC literate, hospitality background, understanding of vehicle rental will be an advantage.
Behavioural Competencies: Customer service skills, Excellent communication skills, team player, 
planning and organization, problem solving.

What equips you for the role:

Minimum Qualifications and Knowledge: Graduat

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.