Customer Service Representative – Financial Services & Rental

About the role

The Customer Service Representative will deliver exceptional service to clients in the Financial Services and Rental sectors, handling inquiries via phone, email and walk‑in channels. The role includes end‑to‑end case ownership and contract administration while meeting key performance indicators.

Key responsibilities

• Handle inbound calls and emails through the contact centre platform (e.g., Genesys) and meet departmental SLAs.
• Log all interactions 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‑related administrative tasks, including renewals, expiries, fines, lock notices, damage estimates and replacements.
• Greet walk‑in customers, verify identity, triage requests and either resolve or escalate them.
• Follow SOPs for customer care, complaint handling and compliance with KYC, data privacy and AML regulations.

Required profile

• Diploma or Bachelor's degree preferred; high school diploma with strong experience also considered.
• 1‑3 years 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 beneficial.

Required skills

• Excellent communication and negotiation abilities.
• Strong planning, organization and advanced problem‑solving skills.