Customer Service Representative (UAE National)
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Key skills for this role
About the Role
AW Rostamani seeks a Customer Service Representative to manage rental activities and deliver exceptional customer service at a Dubai location. The role involves achieving sales targets, managing rentals, resolving complaints, and ensuring compliance with company policies.
Key Skills for This Role
Responsibilities
- Deliver an exceptional rental experience to customers by adopting industry best practices
- Consistently achieve sales targets by maximising vehicle utilisation
- Liaise with relevant departments to ensure vehicles are available on time and customers experience a seamless rental process
- Provide outstanding customer service to enhance brand reputation and customer loyalty
- Manage short term rentals on a daily, weekly, and monthly basis in full compliance with company policies and procedures
- Collect outstanding customer payments, including rental and non rental charges
- Ensure compliance with rental procedures, including vehicle check out and check in processes, and maintain accurate documentation
- Manage cash register closure and variance reconciliation in line with audit requirements
- Monitor and achieve Customer Satisfaction Index (CSI) targets by effectively managing all relevant KPIs
- Respond promptly to customer enquiries and requests, ensuring vehicles are delivered within agreed timelines through coordination with the distribution team
- Coordinate with the Service Scheduler to manage customer service requests, including accidents, breakdowns, repairs, and maintenance requirements
- Liaise with workshops to ensure vehicles are serviced and repaired within agreed turnaround times (TAT)
Requirements
- Bachelor's degree or equivalent qualification
- Minimum 3 years' experience in a similar role, preferably in automotive, rental, or customer service industry
- Professional and customer focused approach with excellent interpersonal skills
- Strong communication skills in both verbal and written formats
- Resilient, adaptable, and capable of handling challenging situations
- Strong problem solving and customer service orientation
- Ability to work collaboratively as part of a team
- English required
- Arabic preferred
Full Job Posting
Job Purpose
- To manage all rental activities at the assigned location and perform duties in accordance with company policies, procedures, and management guidelines
Key Responsibilities
- Deliver an exceptional rental experience to customers by adopting industry best practices
- Consistently achieve sales targets by maximising vehicle utilisation
- Liaise with relevant departments to ensure vehicles are available on time and customers experience a seamless rental process
- Provide outstanding customer service to enhance brand reputation and customer loyalty
- Manage short term rentals on a daily, weekly, and monthly basis in full compliance with company policies and procedures
- Collect outstanding customer payments, including rental and non rental charges
- Ensure compliance with rental procedures, including vehicle check out and check in processes, and maintain accurate documentation
- Manage cash register closure and variance reconciliation in line with audit requirements
- Monitor and achieve Customer Satisfaction Index (CSI) targets by effectively managing all relevant KPIs
- Respond promptly to customer enquiries and requests, ensuring vehicles are delivered within the agreed timelines through coordination with the distribution team
- Coordinate with the Service Scheduler to manage customer service requests, including accidents, breakdowns, repairs, and maintenance requirements
- Liaise with workshops to ensure vehicles are serviced and repaired within agreed turnaround times (TAT)
Educational Qualifications
- Bachelor's degree or equivalent qualification
Experience
- Minimum of 3 years' experience in a similar role, preferably within the automotive, rental, or customer service industry
Competencies
- Professional and customer focused approach with excellent interpersonal skills
- Strong communication skills in both verbal and written formats
- Resilient, adaptable, and capable of handling challenging situations effectively
- Strong problem solving and customer service orientation
- Ability to work collaboratively as part of a team
Languages
- Arabic (preferred)
- English (required)
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