Customer Service Representative - Abu Dhabi, United Arab Emirates - Al-Futtaim
Description
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 dayOverview 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.
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:
- Check the register and POS machines tally.
- Check the register and cash in hand tally.
- Check petty cash is correct (pending claims, bills and cash in hand are balanced).
- Check vehicles physically and confirm they tally with the system.
- Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
- 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):
- Backup Key with line manager will be handed over to replacement CSR.
- Replacement CSR must sign a form for receiving branch key.
- Replacement CSR must hand over the spare key back to supervisor at the end of the shift.
- All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.
- 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):
- Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
- Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.
- Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)
- CSR going on leave must take over from the replacement CSR of the branch with the same procedure.
- Check the register and POS machines tally.
- Check the register and cash in hand tally.
- Check petty cash is correct (pending claims, bills and cash in hand are balanced).
- Check vehicles physically and confirm they tally with the system.
- Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
- 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):
- Backup Key with line manager will be handed over to replacement CSR.
- Replacement CSR must sign a form for receiving branch key.
- Replacement CSR must hand over the spare key back to supervisor at the end of the shift.
- All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.
- 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):
- Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
- Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.
- Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)
- CSR going on leave must take over from the replacement CSR o
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