Team Leader

Job Requisition ID: 176812Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.Overview of the RoleTo 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.What you will do:Customer Service and SalesEnsure 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.Team LeadershipSupervise, train, and support front-office staff (Customer Service Representatives).Conduct daily briefings, assign duties, and monitor staff schedules to ensure adequate coverage.Operational ExcellenceOversee 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.Reporting & ComplianceTrack branch KPIs: customer satisfaction, revenue per transaction, upsell ratios, etc.Prepare daily shift reports and elevate key issues to the Branch Manager.Ensure data accuracy in rental management systems.Maintain audit-ready documentation and enforce compliance with internal controls.Required Skills To Be SuccessfulMust be University Graduate.Customer-Centric Leadership.Transformation & Change Agility.Strong Operational & Compliance Discipline.What Equips for you for the roleAt least 2-year experience in customer service industry.General understanding of Car rental industry.Strong customer relations and team building skills.#J-18808-Ljbffr