Customer Service Representative

5 months ago

Abu Dhabi, United Arab Emirates Al-Futtaim Full time

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.
- Manage the pre check ins daily and ensure that closing of rental is done without delay.

**- 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.
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 o

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