After Sales Representative - Customer Care

Skatch; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

Majid Al Futtaim invites an After Sales Representative - Customer Care in Dubai to join its Retail customer experience team. You will handle post-purchase inquiries, manage service requests, and coordinate with distribution centers to resolve delivery and order issues across multiple channels.

The ideal candidate has at least 1 year of relevant experience, strong communication skills, and proficiency with CRM and ticketing systems.

Qualifications

• Minimum 1 year of relevant customer care or after-sales experience.
• Strong verbal and written communication across channels.
• Experience with CRM or ticketing systems and compliance with SLAs.
• Proficient in Microsoft Office applications.

Responsibilities

• Handle customer inquiries, after-sales requests, complaints across channels.
• Record and manage customer cases in CRM or ticketing systems with complete information.
• Resolve concerns within service standards and SLAs.
• Escalate complex issues to supervisors when required.
• Coordinate with Distribution Centers and Merchandising for order issues.
• Identify opportunities to promote products to support e-commerce sales.

Skills

Multichannel support

CRM case management

Complaint resolution

Customer inquiry management

Case documentation

Microsoft Office

Tools

CRM software

Ticketing systems

Job description

After Sales Representative - Customer Care Job Snapshot

Role: After Sales Representative - Customer Care

Location: Dubai, United Arab Emirates

Industry: Retail

Function: Customer Support-Client Care

Experience: Minimum 1 year

Job Type: Full-time

Position Overview

After Sales Representative - Customer Care in Dubai, United Arab Emirates is a Retail opportunity for Emirati talent focused on customer support, complaint resolution, CRM case management, after-sales service, and e-commerce customer experience.

Majid Al Futtaim is hiring a service-driven professional who can resolve customer requests across multiple communication channels, coordinate with operational teams, and identify opportunities that contribute to online sales and customer retention.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: Retail

Function: Customer Support-Client Care

Salary: 7000-11000

Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.

Gender: Any

Candidate Nationality: Emirati

Job Type: Full-time

Role Context

The After Sales Representative supports customers after a purchase by providing clear information, managing service requests, resolving complaints, and coordinating cases that require assistance from other business functions.

The position helps protect the customer relationship at a critical stage of the retail journey.

Working across Contact Center, Distribution Centers, Merchandising, and e-commerce operations, the representative will ensure customer cases progress within agreed service levels.

Effective issue resolution can improve satisfaction, encourage repeat purchases, reduce unresolved complaints, and strengthen confidence in Majid Al Futtaim Lifestyle brands.

Key Responsibilities

• Handle customer inquiries, after-sales requests, complaints, and service cases accurately across available communication channels.
• Record and manage customer cases through CRM or ticketing systems while maintaining complete and accurate information.
• Resolve customer concerns within established service standards and agreed service level agreements.
• Review each request carefully and identify the most appropriate resolution based on applicable procedures.
• Maintain professional communication throughout the customer journey and provide clear updates on outstanding cases.
• Escalate complex complaints, product concerns, and operational issues to the Contact Center Supervisor or Manager when required.
• Coordinate with Distribution Centers to investigate delivery, order, return, or fulfillment-related concerns.
• Work with Merchandising and other internal teams when product information or commercial support is required.
• Follow up on unresolved cases to reduce delays and maintain customer confidence.
• Identify relevant opportunities to promote products or services that can support e-commerce sales objectives.
• Capture recurring customer feedback and highlight trends that could indicate broader product, process, or service issues.
• Maintain accurate records of customer interactions, actions, escalations, and final resolutions.
• Prioritize workloads according to urgency, customer impact, and SLA commitments.
• Participate in Contact Center meetings and contribute practical ideas for improving service quality and operational efficiency.
• Collaborate with colleagues to maintain a professional, supportive, and customer-focused working environment.
• Follow approved procedures while balancing customer expectations with operational and business requirements.

Ideal Profile

The position requires at least 1 year of relevant customer care, after-sales, contact center, or customer service experience. Candidates should demonstrate strong verbal and written communication skills and be comfortable supporting customers across multiple channels. Previous experience managing complaints, customer requests, CRM cases, or service tickets against defined SLAs will be particularly valuable. Practical knowledge of CRM, ticketing, or customer service management systems is expected, together with proficiency in Microsoft Office applications. The preferred candidate will be organized, solution-focused, and capable of handling several active cases in a fast-moving Retail environment. Strong prioritization, problem-solving, customer service, and cross-functional coordination skills are important for success.

Skills Set

After-sales customer serviceCustomer careCustomer Support-Client CareComplaint resolutionCustomer inquiry managementCRM case managementTicketing systemsService level agreement managementCustomer request processingCase escalationService recoveryE-commerce customer supportOnline sales supportOmnichannel customer serviceDistribution center coordinationMerchandising coordinationCustomer feedback managementCustomer retentionIssue trackingCase documentationMicrosoft OfficeMultichannel communicationWorkload prioritizationProblem solvingCustomer experience managementCross-functional coordination

Why Join Us

After-sales support has a direct influence on customer loyalty in modern Retail, particularly as e-commerce customers expect fast and transparent resolution when an order or product requires attention.

This position provides Emirati talent with practical exposure to customer experience, CRM systems, service recovery, and coordination across important retail functions.

Majid Al Futtaim Lifestyle offers an environment where customer care professionals can expand their digital retail knowledge, develop stronger problem-solving capabilities, and contribute to the service experience surrounding recognized lifestyle brands.

About the Company

Majid Al Futtaim is a leading regional group operating across retail, properties, communities, entertainment, and lifestyle businesses.

Majid Al Futtaim Lifestyle manages international consumer brands across the region and combines physical and digital retail channels with customer care and after-sales operations designed to deliver a consistent customer experience.