Customer Service Team Lead

3 days ago


Dubai, Dubai, United Arab Emirates Al Futtaim Group Full time
About Us
Hertz, a part of Al-Futtaim Group, is the world's leading car rental company. With over 7,000 locations in more than 150 countries, we provide excellent service to our customers.

The Hertz UAE franchise has been operating since 1993 and is recognized as the top car rental and leasing company in the UAE. We are looking for an experienced Customer Service Supervisor to join our team in Dubai.

Job Purpose:
To ensure high customer satisfaction levels and enhance our brand image by meeting and exceeding set standards. This role requires compliance with counter procedures and documentation to accurately account for every customer transaction and vehicle movement. Additionally, maximizing rental revenue by exploiting sales opportunities at the rental location is essential.

Main Responsibilities:
  1. Carry out business practices that align with Hertz and Al-Futtaim policies.
  2. Provide car rental services that are cost-effective, seamless, and meet customer expectations.
  3. Keep the Rental Operations Manager updated on business patterns and regional competition activities.
  4. Collaborate with the sales team to drive corporate business from Dubai branches.

Key Performance Indicators (KPIs):
  1. Maintain high customer satisfaction levels to meet and exceed set standards.
  2. Recommend process improvements for smooth front-end operations.
  3. Drive associate and customer satisfaction levels to achieve Gallup's Human Sigma level 5.

Requirements:

To be successful in this role, you will have:

  1. A degree in Management or equivalent.
  2. 2 years of experience leading a customer service/sales team, handling customer disputes/grievances, and administrative routines.
  3. Strong administrative skills.
  4. Proficiency in MS Office.
  5. A valid UAE Driving License.
  6. Excellent interpersonal and leadership skills.
  7. Good verbal and written communication skills.
  8. Tactful decision-making and strong administrative skills.


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