Call Center Agent

The Role

As a Call Center Agent, you will handle inbound and outbound calls for rental reservations, lead conversion, and telesales across our full range of car rental services: daily, weekly and monthly rentals, long-term leasing, corporate rental solutions, and optional add-ons such as insurance cover and additional equipment. You’ll guide customers from first enquiry to confirmed booking, keep records accurate, coordinate with internal teams, and resolve issues quickly and professionally to ensure a seamless customer experience.

Key Responsibilities

• Process customer rental bookings and provide detailed rental information
• Answer customer questions and address issues related to ERAC products and services
• Provide end-to-end support to resolve customer inquiries and concerns
• Collect and verify customer information through calls and client interviews
• Check customer eligibility against rental requirements
• Explain procedures, terms, and service details clearly to customers
• Handle dissatisfied customers with patience, and escalate situations where needed
• Follow up on complaints with the relevant teams until resolved
• Make outbound calls for campaigns, lead conversion, customer feedback, and follow-ups
• Support marketing campaigns and events by collecting customer data
• Maintain accurate customer records and contribute to sales targets
• Work closely with the Commercial Manager, Branch Manager, Marketing Manager, Rental Sales Team, and other departments
• Perform other duties as assigned by management

Requirements

• Previous experience in a call center, telesales, or customer service role (car rental or hospitality experience is an advantage)
• Excellent verbal communication skills in English; Arabic or other languages are a plus
• Strong sales, negotiation, and persuasion skills
• Good listening, problem-solving, and complaint-handling abilities
• Comfortable with CRM/booking systems and basic computer skills
• Organized, detail-oriented, and able to work in a target-driven environment
• Professional, patient, and positive attitude
• Based in Abu Dhabi or Dubai, or willing to relocate