Customer Service Representative - Vehicle Rental

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. The role works closely with other branches and departments to maintain a high standard of service.

Key responsibilities

• Serve as a front-line representative, answering calls and queries promptly and meeting and exceeding AVR customer satisfaction standards.
• Monitor sales daily, weekly and monthly, meet monthly targets and aim to raise rental utilization above 80%.
• Follow established procedures, suggest 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.
• 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.
• Proficiency in English and Arabic is advantageous; a Qatar driving licence is preferred.

Required skills

• Strong customer service expertise and interpersonal skills.
• Ability to organise and manage several tasks at once.
• Proficiency in MS Office applications and basic accounting knowledge.