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\xe2\x80\x99s 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 day
Overview 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. Ensure high level of customer satisfaction and enhancing the brand image to meet and exceed set standards. Continuously drive Customer Service Value to improve customer engagement.
What you will do:

• Achieve group revenue target for daily, weekly and monthly rentals \xe2\x80\x93 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.

\xe2\x80\xa2 Taking over a shift:
1. Check the register and POS machines tally.
2. Check the register and cash in hand tally.
3. Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4. Check vehicles physically and confirm they tally with the system.
5. Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
6. Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

\xe2\x80\xa2 Taking over a shift in the case of emergency leave (only one CSR in branch):
1. Backup Key with line manager will be handed over to replacement CSR.
2. Replacement CSR must sign a form for receiving branch key.
3. Replacement CSR must hand over the spare key back to supervisor at the end of the shift.
4. All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.
5. All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.

\xe2\x80\xa2 Taking over a shift in the case of Annual leave (only one CSR in branch):
1. Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
2. Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.
3. Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)
4. CSR going on leave must take over from the replacement CSR of the branch with the same procedure.
1. Check the register and POS machines tally.
2. Check the register and cash in hand tally.
3. Check petty cash is correct (pending claims, bills and cash in hand are balanced).
4. Check vehicles physically and confirm they tally with the system.
5. Check the reservations for the upcoming 4 hours and confirm vehicle availability. (for airport location)
6. Once everything has tallied, the shift handover prepared by your colleague needs to be signed to confirm.

\xe2\x80\xa2 Taking over a shift in the case of emergency leave (only one CSR in branch):
1. Backup Key with line manager will be handed over to replacement CSR.
2. Replacement CSR must sign a form for receiving branch key.
3. Replacement CSR must hand over the spare key back to supervisor at the end of the shift.
4. All petty Cash and cash in hand and vehicles ready must be acknowledged in the presence of Line Manager.
5. All petty Cash and cash in hand and vehicles ready must be handed over to line manager at the end of the shift.

\xe2\x80\xa2 Taking over a shift in the case of Annual leave (only one CSR in branch):
1. Replacement CSR must come to the branch at the end of the shift a day prior to taking over the branch for handover process.
2. Replacement CSR must sign on all petty Cash and cash in hand and vehicles ready in the branch and takeover the branch key.
3. Replacement CSR will follow the same duties and tasks assigned to the CSR going on leave (monthly extensions, post charges, Euroswap, etc.)
4. CSR going on leave must take over from the replacement CSR of the branch with the same procedure.

• Preparation of shift:

1. Check Branch reservations. Print out the required OKC\xe2\x80\x99s and LPO\xe2\x80\x99s Reservations
2. Fleet management \xe2\x80\x93 Coordinate with shift supervisors to ensure they are aware of the vehicles you require throughout your shift as well as the first four hours of the next shift. At the same time, avail a range of vehicles for walkin customers.
3. Make sure you have spotted and organized any special requests. Eg, Child seats, deliveries, GPS units etc.
4. Gold locations need to ensure that agreements are prepared in advance for Hertz tier members (President Circle, Platinum Members). At the same time, avail upgrades where vehicles are available in cases they are entitled to this gold service.
5. Update the presentation published on the in-branch television with customer names (this makes a customer feel special) \xe2\x80\x93 to be done by locations that have a television set up.
6. Print out pre-closed agreement list.

• Customer interaction:

1. Welcome any customer as they walk through the office doors or approach your counter \xe2\x80\x93 Giving this to a customer gives them a sense of belonging, they feel that their business is wanted and it\xe2\x80\x99s the beginning to a positive rental process. However, if you are welcoming a customer \xe2\x80\x98Good afternoon, welcome to Hertz\xe2\x80\x99 yet busy doing other things (Walking around the office or filing some paperwork), the welcome has clashed as you don\xe2\x80\x99t yet have time for them. Welcome the customer and make eye contact/look at them as they approach the counter in front of you.
2. Understand how you can assist the customer (reservation, walkin, off hire etc).
3. Offer the customer some coffee or a bottle of water. At times, all CSR\xe2\x80\x99s will be busy with customers, the drivers then need to take the initiative of engaging with the customer and making them feel welcome. Drivers can ask the customer whether they have a reservation, explain to them that they will be assisted in a few moments by one of their colleagues; offer them water/coffee and ask them to take a seat \xe2\x80\x93 Asking the customer to take a seat with a coffee or bottle of water will allow them to feel comforted and welcomed at the same time. CSR\xe2\x80\x99s can also do this if nobody else is in the office (CSR\xe2\x80\x99s need to ensure their drivers are adhering to this).
4. Collect the required documents for scanning and ask the customer to fill in a customer declaration form if necessary - Conversing with customers throughout the entire rental process will not make the time they are in the office feel like it is just a legal procedure that has to be done, it will be an experience. Ask customer\xe2\x80\x99s whether they are here on business or holiday; maybe give some opinions on what they can do if they are in Dubai for leisure \xe2\x80\x93 Customer interaction/engagement will make the process seem less lengthy and will definitely ensure positive feedback.
5. Complete the transaction ensuring a smooth process; Open the Rental agreement with the desired vehicle ensuring any additional services (Oman insurance, Additional driver etc) are taken into account.
6. Proceed with the credit card transaction; reiterate to the customer of the transaction that is about to take place (\xe2\x80\x98I am about to block an amount of AED2000 for the rental + security deposit\xe2\x80\x99).