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 phone, email and walk‑in interactions while ensuring case closure and contract administration.

Key responsibilities

• Handle inbound calls and emails via Genesys, responding within SLA and logging every interaction in the CRM.
• Provide first‑contact resolution by diagnosing issues, coordinating with internal teams and updating customers until closure.
• Perform contract administration tasks such as 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, KYC, data privacy and AML compliance, ensuring documented outcomes within 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

• KYC
• CRM
• AML
• Genesys contact‑centre platform