Customer Care Executive - Client Services

AlFuttaim; Dubai; On-site; AED 56,000 - 89,000; Full time

Job summary

Al-Futtaim Group in Dubai is seeking a Customer Care Executive to support customer relationships across multiple channels, handling inquiries and complaints with a focus on service quality and adherence to SLAs.

The role requires 1-2 years in customer care, a bachelor's degree in business or related field, and strong communication, problem-solving and organizational skills to ensure accurate case management and high CSAT/NPS outcomes.

Qualifications

• Bachelor's degree in Business, Operations or a related field.
• 1–2 years of professional experience in customer care or contact center operations.
• Experience in financial services sector preferred within UAE or GCC.
• Strong understanding of customer care procedures and complaint handling.
• Ability to manage enquiries and multiple client accounts with accuracy.

Responsibilities

• Act as a primary contact for customers and provide appropriate service solutions.
• Handle calls, emails and complaint channels with professional communication.
• Maintain relationships and ensure responsive, reliable service.
• Identify concerns and take action to resolve issues within SLAs.
• Ensure consistent customer experience across all touchpoints.
• Monitor performance indicators and support service quality improvements.

Skills

Customer service excellence

Communication skills

Problem solving

Conflict resolution

Organizational skills

CRM / case management

Multi-channel support

Education

Bachelor's degree in Business/Operations or related field

Tools

CRM software

Case management systems

Job description

Job Snapshot

Customer Care Executive - Client Services Job Snapshot - Role: Customer Care Executive - Location: Dubai, United Arab Emirates - Industry: Financial Services - Function: Customer Support-Client Care - Experience: 1-2 years in customer care or contact center operations - Job Type: Full Time - Work Arrangement: On-site Position Overview Al-Futtaim Group is seeking a Customer Care Executive to support customer relationships, manage service enquiries and deliver consistent, high-quality customer experiences in Dubai, United Arab Emirates. The role focuses on understanding customer needs, providing appropriate solutions and resolving service concerns efficiently. As a primary point of contact, you will manage customer interactions across multiple communication channels while ensuring compliance with service level agreements, operational procedures and established performance standards. You will contribute to customer satisfaction, complaint resolution and service efficiency through effective communication, accurate case management and a proactive approach to customer support. Success in this position will be measured through customer satisfaction scores, resolution timelines, first contact resolution and adherence to service quality standards.

Key Responsibilities

Customer Relationship Management

• Act as a primary point of contact for customers, understanding their requirements and providing appropriate service solutions.
• Manage customer interactions through telephone calls, emails and complaint management channels.
• Maintain professional communication and build positive relationships through responsive and reliable service.
• Identify customer concerns and take appropriate action to resolve issues within established service timelines.
• Support a consistent customer experience by maintaining service quality across all customer touchpoints.

Complaint Handling and Resolution

• Receive, assess and resolve customer complaints in accordance with established procedures and service level agreements.
• Prioritize customer concerns based on their requirements and applicable resolution timelines.
• Apply effective problem‑solving and conflict resolution techniques to address service issues.
• Promote first contact resolution to minimize repeated customer enquiries and improve service efficiency.
• Contribute to reducing complaint resolution times while maintaining accurate records and professional communication.

Customer Experience and Service Quality

• Support improvements in customer satisfaction and overall service experience.
• Contribute to customer satisfaction (CSAT) and Net Promoter Score (NPS) performance objectives.
• Maintain high-quality standards during customer interactions and complaint handling.
• Identify recurring service concerns and contribute to improvements in customer care processes.
• Ensure customer needs are addressed consistently within established operational guidelines.

Performance Monitoring and Operational Efficiency

• Ensure compliance with service level agreements across calls, emails and complaint handling activities.
• Monitor relevant key performance indicators to support service quality and operational efficiency.
• Analyze performance information to identify opportunities for improving productivity and customer service outcomes.
• Support team productivity through effective case management and timely resolution of customer enquiries.
• Maintain an organized approach to daily responsibilities and the management of multiple customer accounts.

CRM Management and Compliance

• Maintain accurate and complete customer records within CRM and case management systems.
• Ensure customer enquiries, complaints and resolutions are properly documented.
• Follow standard operating procedures and internal policies when managing customer interactions.
• Comply with applicable regulatory requirements and established service standards.
• Maintain reliable case tracking information to support operational reporting and follow‑up activities.

Required Qualifications and Experience

• Bachelor 's degree in Business, Operations or a related field.
• 1‑2 years of professional experience in customer care or contact center operations.
• Previous customer service experience within the financial services sector in the UAE or GCC is preferred.
• Good understanding of customer care procedures and complaint handling methodologies.
• Experience managing customer enquiries, service issues and multiple client accounts.
• Ability to maintain organized tracking systems and accurate customer service records.
• Familiarity with service level agreements, customer satisfaction indicators and operational performance requirements.

Required Skills and Competencies

• Excellent interpersonal and communication skills.
• Strong facilitation and presentation abilities.
• Ability to understand customer requirements and explain solutions clearly.
• Professional approach to managing customer expectations and service concerns.
• Proactive problem‑solving skills and the ability to resolve customer complaints effectively.
• Strong conflict resolution capabilities.
• Understanding of customer care processes and service quality requirements.
• Ability to handle customer concerns while maintaining professionalism and service standards.
• Ability to prioritize responsibilities and manage multiple client accounts.
• Strong organizational skills and attention to accurate documentation.
• Capability to maintain structured tracking systems and follow up on outstanding cases.
• Understanding of customer service performance indicators and operational efficiency.
• Ability to work within established procedures, service timelines and compliance requirements.

Performance Expectations

• Customer Satisfaction: Support improvements in CSAT and NPS results through professional customer engagement.
• Complaint Resolution: Resolve customer concerns efficiently within defined service timelines.
• First Contact Resolution: Minimize repeat enquiries by addressing customer requirements effectively.
• Service Level Compliance: Maintain adherence to agreed response and resolution standards.
• Operational Efficiency: Support productivity and consistent service delivery through effective case management.
• Data Accuracy: Maintain complete and reliable customer information within CRM and case tracking systems.
• Policy Compliance: Follow internal procedures and applicable regulatory requirements.

About Al-Futtaim Group

Established in the 1930s, Al-Futtaim Group is a privately held regional business headquartered in Dubai, United Arab Emirates. The Group operates across more than 20 countries through its automotive, financial services, real estate, retail and healthcare divisions. With more than 40,000 employees, its portfolio includes partnerships with over 200 international brands, including Toyota, Lexus, IKEA, ACE and Marks and Spencer. Al-Futtaim Group focuses on digital innovation, artificial intelligence, sustainable business growth and strategic partnerships. Its purpose is to enrich lives, support communities and create long‑term value for customers, business partners and future generations. The organization 's values of Respect, Integrity, Collaboration and Excellence guide its approach to business operations, customer relationships and professional conduct.