Team Leader | Hertz | Rental & Leasing | Al Futtaim Financial Services

• To lead and supervise the front-office team at Dubai International Airport.

• Ensuring smooth daily operations, exceptional customer service, and achievement of sales and operational targets.

• The Team Leader serves as the first line of management, driving performance, maintaining service excellence, and ensuring compliance with company policies in a fast-paced airport environment

• Ensure high levels of customer satisfaction by delivering a seamless rental experience.

• Handle escalated customer issues and complaints promptly and professionally.

• Drive upselling of additional products and services (insurance, upgrades, GPS, etc.) to meet revenue targets.

• Supervise, train, and support front-office staff (Customer Service Representatives).

• Conduct daily briefings, assign duties, and monitor staff schedules to ensure adequate coverage

• Oversee rental processes including check-outs, returns, upgrades, and vehicle exchanges

• Ensure all documentation and invoicing are completed accurately and on time.

• Monitor vehicle availability and coordinate with the fleet team to minimize wait times.

• Track branch KPIs: customer satisfaction, revenue per transaction, upsell ratios, etc.

• Prepare daily shift reports and escalate key issues to the Branch Manager.

• Ensure data accuracy in rental management systems.

• Maintain audit-ready documentation and enforce compliance with internal controls.

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