Job Requisition ID: [[156105]]

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 day

Overview of the role:

To improve overall customer satisfaction by ensuring that the customer is dealt with in a pleasant and professional manner by adhering to agreed Hertz standards concerning Vehicle delivery and collection, service and maintenance, end of contracts, exchanges and transfers.

What you will do:

1. Acting as a mentor to the drivers to help them understand the importance of delivering a great customer service experience.
2. Ensure they understand what is expected from them at work to meet the overall department targets.

3. Take on ownership of additional reporting such as Daily vehicle inventory, Fleet on replacement, Hertz Emergency Roadside Assistance, Vehicle Offhire, Vehicle Ageing, etc to improve the overall efficiency of the department.

4. Attend to customer queries concerning service and maintenance, technical and accident repairs.
5. Book the vehicle for its periodic service and maintenance based on its current mileage.
6. Ensure KPIs for key accounts reference service and maintenance is met and exceeded at all times.

7. Ensure all policies and procedures relating to Customer Query Handling, Complaints resolution are strictly adhered to, to ensure customer satisfaction.
8. Where required customer challenges are escalated to the Supervisor/Manager as per process agreed.
9. Ensure all logistic transactions/exchanges are update online/offline within the agreed SLA.
10. Ensure all completed documents are scanned and filed as per agreed policies and procedures.

Required Skills to be successful:

Job-Specific Skills: Good Oral and Written English Communication, Good knowledge of MS-Office suite of packages

Behavioural Competencies: Teamwork, Continuous Improvement, Personal Leadership, Individual Accountability and Customer Focus

What equips you for the role:

Minimum Qualifications and Knowledge: High school with valid UAE Driving License

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world\'s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

Al-Futtaim