Customer Service Executive

Role Overview The Customer Service Executive is responsible for driving short-term rental sales and building strong relationships with individual and corporate clients, including key Dollar accounts. This role serves as the primary point of contact at the rental counter, ensuring accurate transaction processing, maximizing sales and up-sell opportunities, and delivering a high standard of customer service in line with company policies and quality standards. Key Responsibilities Sales & Customer Service • Use company-approved sales and service techniques to determine customer needs and recommend suitable rental solutions • Sell services and offer optional products (protection options, refueling program, upgrades, special promotions, future reservations) to maximize sales opportunities and meet management-set targets • Maximize up-sells and walk-up sales based on vehicle availability, applying established sales techniques and dialogues • Provide customers with assistance such as directions, maps, local area information, and relevant service details • Coordinate and manage customers within the queue to minimize wait times and ensure efficient service delivery • Answer phone calls promptly and assist customers in a friendly, helpful manner • Handle email queries and respond to internal and external correspondence within agreed turnaround times Rental Transactions & Documentation • Prepare all rental documents accurately and completely • Complete rental transactions and agreements in accordance with established guidelines and procedures • Review rental parameters and qualify each customer against company rental requirement guidelines, ensuring full understanding of applicable rates and service charges • Prepare the Rental Agreement Folder with all required supporting information • Review completed contracts with customers to verify accuracy of information, rates, return dates, and charges, ensuring the rental agreement date and time are correct Vehicle Returns & Financial Reconciliation • Review all charges and complete transaction procedures for returned vehicles, verifying accuracy of closing calculations • Prepare daily key reports and car requirement schedules for the location in coordination with the Fleet Coordinator • Maintain and submit petty cash claims and fuel slips on a regular, periodic basis • Conduct regular follow-ups on overdue rentals, ensuring outstanding amounts are communicated to and charged to customers Compliance, Problem Resolution & Continuous Improvement • Adhere to Company Quality Assurance standards and Uniform Guidelines • Resolve customer-raised issues using sound judgment within applied empowerment guidelines and company policy • Identify new business opportunities at the location and propose ideas to line managers/supervisors to support growth • Perform additional duties as directed by management or undertaken on personal initiative Skills And Qualifications • Minimum 2-3 years of experience in a customer-facing sales role, preferably within car rental, hospitality, retail, or a related service industry • Strong sales and negotiation skills with a demonstrated ability to meet or exceed targets • Proven ability to upsell and cross-sell products/services (protection options, upgrades, refueling packages, promotions) to maximize revenue per transaction • Excellent verbal and written communication skills in English; additional languages an advantage • High attention to detail, particularly in reviewing contracts, rates, and financial calculations • Sound judgment and problem-solving ability within defined empowerment guidelines • Strong organizational skills with the ability to manage documentation, reporting, and reconciliation tasks accurately • Proficiency in relevant rental/reservation systems and MS Office applications • Customer-centric mindset with a professional, presentable demeanor in line with company uniform and quality standards • Ability to work flexible shifts, including weekends and holidays, as per operational requirements