Customer Service Executive – Car Rental

About the role

The Customer Service Executive will deliver exceptional support to car‑rental customers throughout their journey, from the first inquiry to vehicle return. You will act as the primary point of contact, ensuring smooth reservations, clear communication of terms, and swift resolution of issues.

Key responsibilities

• Handle customer inquiries via phone, email, live chat, or in‑person, providing courteous and timely responses.
• Process reservations, extensions, cancellations, and modifications while adhering to company policies.
• Explain rental terms, insurance coverage, pricing, and optional add‑ons such as GPS or child seats.
• Manage check‑in and check‑out procedures, including document verification and contract completion.
• Resolve complaints and escalations promptly to achieve customer satisfaction.
• Coordinate with fleet, logistics and branch teams to ensure vehicle availability, cleanliness and maintenance.
• Maintain accurate customer records in CRM and rental management systems.
• Process payments, deposits, refunds and adjustments in line with financial procedures.
• Monitor feedback, support loyalty program enrolments and promote upselling of services.

Required profile

• Bachelor’s degree in a related field.
• 1–3 years of customer‑service experience, preferably in automotive, travel or hospitality.
• Familiarity with car‑rental operations, fleet management and CRM tools is a plus.

Required skills

• Proficiency with the MS Office Suite.
• Experience using CRM platforms.
• Knowledge of fleet management systems.