Job Description

Overview of the role:

• To lead and supervise the front-office team at Dubai International Airport.o Ensuring smooth daily operations, exceptional customer service, and achievement of sales and operational targets. o The Team Leader serves as the first line of management, driving performance, maintaining service excellence, and ensuring compliance with company policies in a fast-paced airport environmen

What you will do:
Customer Service & Saleso Ensure high levels of customer satisfaction by delivering a seamless rental experience.o Handle escalated customer issues and complaints promptly and professionally.o Drive upselling of additional products and services (insurance, upgrades, GPS, etc.) to meet revenue targets.o Monitor and coach team members to enhance their service delivery and sales performance
Team Leadershipo Supervise, train, and support front-office staff (Customer Service Representatives).o Conduct daily briefings, assign duties, and monitor staff schedules to ensure adequate coverage.o Lead by example in professionalism, punctuality, and customer handling.o Support recruitment, onboarding, and ongoing performance evaluations.o Operational Excellenceo Oversee rental processes including check-outs, returns, upgrades, and vehicle exchanges.o Ensure all documentation and invoicing are completed accurately and on time.o Monitor vehicle availability and coordinate with the fleet team to minimize wait times.o Enforce company policies, airport regulations, and safety standards.
Reporting & Complianceo Track branch KPIs: customer satisfaction, revenue per transaction, upsell ratios, etc.o Prepare daily shift reports and escalate key issues to the Branch Manager.o Ensure data accuracy in rental management systems.o Maintain audit-ready documentation and enforce compliance with internal controls