Ref: HP698-8594 Hertz is the worldwide market leader in car rental and leasing. It has been in operation since 1918. With over 7,000 locations in more than 150 countries, Hertz manages over 700,000 vehicles around the world.
The Hertz UAE franchise started in 1993 and has grown into an operation that is the top car rental and leasing company in the UAE. Hertz has the largest purpose built rental facility in the Middle East, the largest airport counter in Dubai and the youngest fleet in the market. The company continues to strengthen its position in the market by consistently introducing innovative and customer focused services, as well as regularly training its staff at all levels.Job Purpose:
To ensure high level of customer satisfaction and enhancing of the brand image to meet and exceed set standards. Constantly driving the Associate and customer engagement levels across all locations.آ آ To ensure compliance with counter procedures and documentation so that every customer transaction and vehicle movement is accurately accounted. To ensure exploitation of sales opportunities at the rental location and thereby maximising of rental revenue. To focus on network and business development across existing and new locations.
* Ensure high standards of customer satisfaction so that set standards are met and exceeded. Recommend process of improvements so that the front end operations run smoothly and efficiently. Constantly driving the associate and customer satisfaction level to achieve Gallup's Human Sigma level 5.
* Guide/coach and motivate CSR's and Drivers to increase rental revenue at the locations and determine the requirement of vehicles for daily & monthly rentals/ reservations so that location revenue targets and customer requirements are exceeded.
* Ensure compliance of procedures and recommend new procedures or changes to existing procedures so that revenue and vehicle movement is accurately and completely accounted for. Ensure accuracy of documentation and system entry to achieve zero-error records.
* Ensure that the Customer Service and Drivers team is adequately staffed with competent, motivated and trained professionals to ensure effectiveness of the customer service function.
* Ensure maintenance of the location as per set standards and enhancement of brand image.
* Build relationship with relevant Authorities at each of the locations and be the first point of contact to represent the business.
* Explore sales opportunities outside the Branch by targetingآ Government Institutions, Schools/Universities and Corporate clients
Job Context:
* To carry out business practices that are ethical and in line with Hertz and Al Futtaim policies.
* To provide car rental services that is economical, cost effective, and seamless and that meets the expectation of customers.
* To provide regular update to the Rental Operations Manager on the business patterns and competition activities in the region.
Minimum Qualifications and Knowledge:
* Graduate and Management Diploma/ Degree
آ Minimum Experience:
* 2 yrs experience leading a customer service/sales team, Handling Customer disputes/grievances and administrativeآ آ آ آ آ آ آ آ آ آ آ آ آ آ routine/people management, strongآ Administrative skills.آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ آ
Job-Specific Skillsآ :آ آ PC- literate : MS-Office, Valid UAE Driving license
Behavioural Competencies: Interpersonal Skills, Leadership Skills, Ability to work underآ pressure. Good Verbal & Written Communication, Decision Making Tact, Strong Administrative skills.
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Group’s continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Group’s belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility. |