Sr. Customer Services Representative

Al-Futtaim Group is a diversified, privately‑held regional business headquartered in Dubai, United Arab Emirates, employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa.

The Senior Operations Executive in Customer Services is responsible for handling all aftersales communications, including phone calls, emails, and face‑to‑face interactions with customers. This role ensures customer satisfaction by adhering to KPIs and SLAs for communication and performance while efficiently managing administrative tasks related to customer contracts. Success in this role is measured through customer feedback, agent performance reports, and First Contact Resolution rates.

• Attend to all aftersales calls and emails received in Hertz queues, including face‑to‑face customer interactions during branch visits.
• Ensure punctual login to the Genesys platform to attend to incoming customer calls within department KPI and SLA.
• Constantly monitor the Hertz Customer Services Inbox on the Genesys platform to respond to incoming customer emails within department KPI and SLA.
• Meet and greet walk‑in customers visiting the Hertz Head Office and resolve queries as received.
• Timely communicate with customers for all administrative tasks including contract expiries, damage estimate communications and lock fines.
• Log all queries received via calls and emails to track First Contact Resolution rates.

• Excellent communication skills in English and Arabic.
• Strong customer relations and interpersonal skills.
• Ability to organize and manage administrative tasks effectively.
• Proficiency in using customer service management platforms.

• Graduate or Diploma holder in any discipline.
• Minimum 2 years of experience in a customer service role, preferably in contact centers.
• Fluency in English and Arabic is mandatory.
• Must possess strong communication, negotiation, planning and organization, customer relations, problem‑solving, decision‑making and interpersonal skills.