After Sales Representative - Customer Care

Majid Al Futtaim; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

Majid Al Futtaim is seeking an After Sales Representative - Customer Care in Dubai to manage post-purchase inquiries and service cases across multiple channels. You will coordinate with distribution and merchandising teams to ensure timely resolutions and support e-commerce objectives.

Strong communication and CRM skills are essential for maintaining customer relationships throughout the retail journey. The role involves handling complaints, processing requests, and providing clear updates while

Qualifications

• Requires at least 1 year in customer care, after-sales, contact center or customer service.
• Strong verbal and written communication abilities.
• Experience with managing complaints, requests, CRM cases or service tickets within SLAs.

Responsibilities

• Handle customer inquiries, after-sales requests and service cases across channels.
• Record and manage customer cases in CRM or ticketing systems with complete data.
• Resolve customer concerns within service standards and SLAs.

Skills

Customer care

Communication

Multichannel support

Complaint resolution

CRM case management

Ticketing systems

E-commerce support

Cross-functional coordination

Microsoft Office

Tools

CRM software

Ticketing systems

Microsoft Excel

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 service
• Customer care
• Customer Support-Client Care
• Complaint resolution
• Customer inquiry management
• CRM case management
• Ticketing systems
• Service level agreement management
• Customer request processing
• Case escalation
• Service recovery
• E-commerce customer support
• Online sales support
• Omnichannel customer service
• Distribution center coordination
• Merchandising coordination
• Customer feedback management
• Customer retention
• Issue tracking
• Case documentation
• Microsoft Office
• Multichannel communication
• Workload prioritization
• Problem solving
• Customer experience management
• Cross-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, e-commerce operations, 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.