Customer Service Representative - Vehicle Rentals

About the role

The Customer Service Representative at Al-Futtaim Vehicle Rentals provides professional, efficient service to customers, manages their interactions and helps resolve rental concerns in collaboration with other branches and departments. The role covers customer satisfaction, sales monitoring, payment processing and administrative support.

Key responsibilities

• Serve as a front-line representative, attend to calls and queries promptly and ensure customer satisfaction meets and exceeds AVR standards.
• Monitor sales daily, weekly and monthly, meet monthly sales targets and aim to raise rental utilization above 80%.
• Ensure compliance with procedures, recommend process improvements and conduct monthly branch audits of rentals and payment collection.
• Handle rental queries and complaints within 48 hours and explain insurance policies and contract terms to customers.
• Contact customers about payment dues, issue receipts on settlement, process payments and update daily branch reports for accounting audits.
• Support the rental team with document control and training, and keep documents and training modules filed.

Required profile

• College graduate with a background in customer service, preferably in a related industry.
• Excellent communication skills, problem-solving ability and flexibility in the workplace.
• English and Arabic proficiency is advantageous; a Qatar driving licence is preferred.

Required skills

• Proficiency in MS Office applications.
• Basic accounting knowledge.
• Ability to organise and manage multiple tasks.