Al Futtaim Jobs - UAE National - RESERVATION AGENT (Dubai, AE)

Job Requisition ID: [[41961]] 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

JOB PURPOSE:

To handle and convert reservation inquiries with follow up until the agreement is opened. To handle broker and direct channel reservation loading. To assist with Customer Service queries where required. Comply with Hertz policies, procedures and ensure a high level of customer satisfaction.

 

KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks

• Daily, Weekly & Monthly Targets: Achieve reservation targets set by line manager on a monthly basis
• Reporting: Accurately generate and share designated reports as per the schedule and ensure that 1 more team member is trained on the same report(s) in case of absence.
• Call Abandoned Rate: Achieve an average monthly abandoned rate of 4% or below to ensure that customer interaction are maximized.
• Call Quality: Achieve an average call quality score of 85% or above to ensure a consistent level of service is provided at each customer interaction.
• Reservation Accuracy: Accurately load all reservations without error in car group, location, tariff etc.

 

JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job

• To carry out business practices that are ethical and in line with Hertz and Al Futtaim policies.
• To develop a strong relationship with the customers and manage their expectations leading to better customer satisfaction and retention.  
• To work closely with the other departments like customer relations, logistics, and rental branches to be able to handle rental queries efficiently.  

 

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualifications and Knowledge:

• Higher Secondary Education

Minimum Experience    

• Relevant  experience in Call Centre (with specialization in sales and customer service)

                                                                          

Job-Specific Skills:

• PC- literate, good command of the English Language both written and verbal, customer-centric, time management, analytical, planning, and organizing

 

Behavioral Competencies: 

• Team player, assertiveness, influencing, creativity, proactive and Commitment to achieving.

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Apply Now