Senior Customer Service Representative | Hertz | Rental & Leasing | Al Futtaim Financial Services

Senior Customer Service Representative | Hertz | Rental & Leasing | Al Futtaim Financial Services

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—Al‑Futtaim Group employs more than 35,000 people across more than 20 countries in the Middle East, Asia and Africa and partners with over 200 of the world’s most admired and innovative brands.

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

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.

• 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—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 off‑hires directly in the system based on customer confirmation to enable timely vehicle collection and agreement closure.
• Upon vehicle off‑hire, close the agreement in the system with accurate vehicle and off‑hire 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.

• 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.

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