Customer Service Executive (UAEN)

Job Overview The Customer Support Executive is responsible for providing exceptional service to customers throughout the car rental lifecycle, from initial inquiry to vehicle return. The role ensures a seamless customer experience by handling reservations, responding to queries, resolving complaints, and coordinating with internal teams to meet service standards. This job plays a vital role in enhancing customer satisfaction, fostering loyalty, and maintaining the company’s reputation for quality and reliability in the competitive car rental market. KEY ACCOUNTABILITIES AND RESPONSIBILITIES Customer Interaction & Service Delivery • Act as the first point of contact for customers via phone, email, live chat, or in person, ensuring timely and courteous responses. • Assist customers with vehicle reservations, extensions, cancellations, and modifications while ensuring adherence to company policies. • Provide clear explanations of rental terms, insurance coverage, pricing, and additional services (e.g., GPS, child seats, chauffeur services). • Handle check-in and check-out processes efficiently, including document verification, contract completion, and explaining rental procedures. • Resolve customer complaints and escalations promptly and effectively, ensuring issues are handled to customer satisfaction. Operational Support • Coordinate with fleet, logistics, and branch operations teams to ensure vehicles are available, clean, and well-maintained. • Track reservation pipelines to ensure smooth allocation of vehicles and minimize overbooking risks. • Update and maintain customer records in CRM and rental management systems with accuracy. • Process payments, deposits, refunds, and adjustments securely in line with company financial procedures. Service Quality & Compliance • Adhere to company service standards and always maintain a professional and customer-centric approach. • Ensure compliance with legal and regulatory requirements (e.g., UAE driving license checks, age requirements, and insurance policies). • Monitor customer feedback and contribute to service improvement initiatives. • Support loyalty program enrolments and promote upselling or cross-selling of rental services, packages, and add-ons. General Accountabilities • Uphold company values throughout business practices and utilise sound judgment in decision making. • Any other additional duties as may be required by management based on needs of the business. REQUIREMENTS • Bachelor's degree in a related field • A minimum of 1–3 years of experience in customer service, preferably within the automotive, travel, or hospitality industry. • Familiarity with car rental operations, fleet management systems, and CRM tools is advantageous. • Strong knowledge of MS Office Suite and ability to learn industry-specific software. Show more Show less