Job Description/Specification:
Al-Futtaim Vehicle Rentals is seeking a customer-focused Customer Service Representative to support its vehicle rental operations in Qatar. The role involves handling customer enquiries, resolving rental-related concerns, processing payments, monitoring sales performance, and maintaining accurate branch records.
The successful candidate will help deliver a professional and efficient customer experience while ensuring compliance with company procedures. The position also involves coordinating with different branches and departments to resolve customer issues, improve service quality, and support rental business performance.
Candidates with strong communication skills in English and Arabic, knowledge of basic accounting, and proficiency in Microsoft Office applications may be well suited to this opportunity.
About Al-Futtaim
Established in the 1930s and headquartered in Dubai, Al-Futtaim is a diversified regional business operating across more than 20 countries. The Group has more than 40,000 employees and represents over 200 internationally recognised brands, including Toyota, Lexus, IKEA, ACE, and Marks & Spencer.
Its business activities span automotive, financial services, real estate, retail, and healthcare. Al-Futtaim focuses on digital innovation, sustainable growth, strategic partnerships, and delivering long-term value to customers and communities.
The company's working values include Respect, Integrity, Collaboration, and Excellence, which guide its approach to customer service and professional development.
Key Responsibilities
Customer Service and Satisfaction
The Customer Service Representative will act as a front-line contact for vehicle rental customers and help maintain high service standards.
Key responsibilities include:
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Providing courteous, professional, and efficient assistance to customers.
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Responding promptly to telephone calls and customer enquiries.
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Working to meet and exceed Al-Futtaim Vehicle Rentals' customer service standards.
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Maintaining positive customer relationships throughout the rental process.
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Coordinating with relevant branches and departments to resolve service concerns.
Sales Monitoring and Rental Performance
The position also supports the commercial performance of the vehicle rental business.
Responsibilities include:
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Monitoring sales performance daily, weekly, and monthly.
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Reviewing progress against sales targets and identifying areas requiring attention.
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Working towards monthly sales targets.
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Supporting efforts to increase vehicle rental utilisation above 80%.
Understanding sales figures and rental performance will help the representative contribute to the branch's operational and commercial objectives.
Customer Queries and Complaint Resolution
Handling customer concerns professionally is an important part of the role.
The successful candidate will:
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Address rental enquiries and complaints within 48 hours.
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Explain insurance policies, rental agreements, and contract terms to customers.
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Help resolve issues by coordinating with the appropriate internal teams.
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Maintain clear communication with customers until their concerns have been addressed.
Payment Processing and Accounting Support
Accurate payment handling and recordkeeping are essential for rental operations.
Duties include:
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Contacting customers regarding outstanding payments.
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Processing payments through available payment methods.
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Issuing receipts after payment settlement.
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Updating daily branch reports to support accounting and audit requirements.
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Helping maintain accurate payment collection records.
Compliance and Administrative Duties
The representative will help ensure consistent procedures across rental branches by:
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Following established company policies and operational procedures.
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Participating in monthly branch audits covering rental processes and payment collection.
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Recommending process improvements where appropriate.
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Maintaining organised customer and operational documentation.
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Supporting the rental team with document control and training materials.
Qualifications and Experience
Candidates should review the following requirements before applying:
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Education: College graduate.
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Experience: A background in customer service, preferably within a related industry.
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Languages: Strong English and Arabic communication skills are important.
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Driving licence: A Qatar driving licence is preferred.
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Computer skills: Proficiency in Microsoft Office applications and other relevant computer tools.
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Accounting knowledge: Basic accounting skills for payment processing and branch reporting.
Essential Skills for Success
The ideal candidate should demonstrate strong interpersonal skills, excellent communication, and the ability to manage several tasks effectively. Problem-solving abilities and workplace flexibility are important when handling customer complaints, payment queries, and changing operational priorities.
Attention to detail is also essential when managing rental documents, processing payments, updating reports, and supporting branch audits.
Who Should Apply?
This opportunity may suit customer service professionals, rental operations staff, and administrative candidates interested in developing their careers in the automotive and vehicle rental industry in Qatar.
Applicants who enjoy customer interaction and can balance service quality with administrative accuracy may be particularly suitable. Experience with payment collection, rental contracts, customer complaints, or sales monitoring could also be beneficial.
Candidates should prepare a tailored CV that clearly demonstrates their relevant skills, qualifications, and experience.
This role offers an opportunity for customer service professionals to contribute to vehicle rental operations while developing experience in customer relationship management, sales monitoring, payment processing, and branch administration.