Customer Service Representative – Rental & Leasing – Financial Services

About the role

The Customer Service Representative will deliver exceptional service to customers in the Financial Services and Rental sectors, handling interactions via phone, email and walk‑in channels. You will own each case from initial contact through to resolution, ensuring compliance with SOPs and key performance indicators.

Key responsibilities

• Handle inbound calls and emails using the Genesys contact‑centre platform, meeting departmental SLAs.
• Log every interaction in the CRM system with clear notes and documentation.
• Provide first‑contact resolution by diagnosing issues, coordinating with internal teams and updating customers until closure.
• Perform contract administration tasks, including renewals, expiries, fines, damage estimates and replacements.
• Greet walk‑in customers, verify identity, triage requests and either resolve or escalate them.
• Follow SOPs for complaint handling, ensuring acknowledgements, investigations and formal resolutions within stipulated timelines.

Required profile

• Diploma or Bachelor’s degree preferred; high‑school diploma with strong experience also considered.
• 1‑3 years of experience in a contact‑centre or frontline customer service role.
• Experience in car rental, leasing or financial services is an advantage.
• Fluent English; Arabic proficiency is beneficial.

Required skills

• Proficiency with Genesys contact‑centre platform.
• Experience using CRM systems for case logging and documentation.