Customer Service Representative

Job Requisition ID: [[160440]]

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:

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 engagement.

What you will do:

• Achieve group revenue target for daily, weekly and monthly rentals – for the branch.

• Should maintain counter as per Hertz International Standards. Image audit and operational audit.

• Ensure that all documentation and system accuracy is maintained and relevant documents are obtained at the time of checkout and scanned clearly into the system.

• Customer Service/NPS Scores: Must ensure that one continuously exceeds customer expectations from all customer touch points within the business. All customer queries are handled in a professional and timely manner.

• Manage the pre check ins daily and ensure that closing of rental is done without delay. Justification of unclosed rentals.

Taking over a shift:

1. Check the register and POS machines tally.

2. Check the register and cash in hand tally.

3. Check petty cash is correct (pending claims, bills and cash in hand are balanced).

4. Check vehicles physically and confirm they tally with the system.

5. Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)

6. Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

Taking over a shift in the case of emergency leave (only one CSR in branch):

1. Backup Key with line manager will be handed over to replacement CSR.

2. Replacement CSR must sign a form for receiving branch key.

3. Replacement CSR must hand over the spare key back to supervisor at the end of the shift.

4. All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.

5. All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.

Taking over a shift in the case of Annual leave (only one CSR in branch):

1. Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.

2. Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.

3. Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)

4. CSR going on leave must take over from the replacement CSR of the branch with the same procedure.

Preparation of shift:

1. Check Branch reservations. Print out the required OKC's and LPO's Reservations

2. 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. At the same time, avail a range of vehicles for walkin customers.

3. Make sure you have spotted and organized any special requests. Eg, Child seats, deliveries, GPS units etc.

4. Gold locations need to ensure that agreements are prepared in advance for Hertz tier members (President Circle, Platinum Members). At the same time, avail upgrades where vehicles are available in cases they are entitled to this gold service.

5. 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.

6. Print out pre-closed agreement list.

Customer interaction:

1. 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.

2. Understand how you can assist the customer (reservation, walkin, off hire etc).

3. 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).

4. 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.

5. 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.

6. 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').

7. 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)

8. Check-ins to be assisted to the correct parking location.

9. If a customer is in a rush upon off-hire, check the vehicle, confirm their email address and send them an invoice via email.

Explain the vital points in the agreement to the customer:

- Contact number and agreement number in the case assistance is required

- Validity of the contract

- Fuel charges (to be returned full in case an exchange of vehicle is required; to avoid charges)

- Total cost of rental

- Explain the insurance policy in accordance to the insurance policy availed as well as informing all customers, tire damages are not covered by the insurance policy.

- Salik charges of AED5/- per crossing as well as a 12% service charge on any violations with the police. (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)

- On monthly rentals, explain the 5000kms limit (AED0.30/- per KM thereafter). Monthly rentals are on a 30-day basis rather than the entire month (31 days).

- 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. Ensure they are aware if they do not inform 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.

Throughout your shift:

1. Check and respond to emails.

2. Bank deposits.

3. Ensure we have the correct stationary for smooth running of business (if not, order stationary via the back office).

4. 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.

5. If there are any concerns you feel you cannot make a decision for, raise this to your supervisor at the earliest for rectification.

6. Coordinate with your drivers to move all reservation vehicles to the front office for a fast and smooth check-out process.

7. 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:

1. Check the register and POS machines tally.

2. Check the register and cash in hand tally.

3. Check petty cash is correct (pending claims, bills and cash in hand are balanced).

4. 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:

Bachelor's degree/University degree or equivalent experience

About Al-Futtaim Automotive

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.