Job Description

Job Overview:

We are seeking a highly motivated and customer-focused

Call Center Agent

to join our dynamic Customer Service team at

Thrifty Car Rental

. The ideal candidate will be responsible for managing inbound and outbound customer interactions via phone, email, chat, and other digital platforms. This role requires excellent communication skills, a customer-first attitude, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

Respond promptly to customer queries via calls, emails, chats, and other communication channels with professionalism and accuracy. Resolve customer concerns efficiently, aiming to de-escalate situations before involving supervisors. Maintain high Customer Satisfaction Scores and adhere to communication etiquette standards. Support the Contact Center Supervisor in maintaining optimal service levels across all communication channels. Assist in handling reservations (local & international) including partner websites and virtual booking locations. Provide pre-sales and post-sales support, including assistance with rental bookings (daily, weekly, monthly), service inquiries, roadside assistance, and after-sales service. Manage leads and allocate inquiries across divisions like Retail, Personal Lease, and Corporate Lease. Maintain and update productivity trackers as instructed by supervisory and management teams. Participate in testing and implementing new initiatives aimed at improving business operations. Be available for extended work hours, shift coverage, or emergency replacements as needed (compensated per company policy). Stay updated on company policies, product offerings, pricing, promotions, and service terms. Follow all company guidelines, policies, and standards as defined by

Thrifty Car Rental

. Work in rotational shifts as part of our 24/7/365 contact center operations.

Required Skills & Qualifications:

Proven experience in a call center, customer service, or front-line client support role (preferred but not mandatory). Excellent communication skills (verbal and written) in English; additional languages are a plus. Strong problem-solving skills with the ability to multitask and manage time efficiently. Familiarity with CRM systems, reservation platforms, and standard contact center tools. Ability to work in rotational shifts, weekends, and public holidays as per business needs. Professional demeanor with a customer-oriented mindset. Quick learner with a continuous learning approach.
Job Type: Full-time

Pay: AED3,000.00 - AED3,500.00 per month