Customer Care Specialist — Elevate CSAT & First Contact

Al-Futtaim; Sharjah; Sur place; AED 60 000 - 90 000; Plein temps

Résumé du poste

Al-Futtaim in the United Arab Emirates invites applications for a Customer Care Executive responsible for managing client relationships, identifying needs, and delivering solutions with excellent communication to ensure high-quality service. You will ensure SLA compliance, resolve complaints within defined timelines, drive first contact resolution, and monitor CRM data and KPIs to improve CSAT and NPS.

A Bachelor’s in Business or related field and 1–2 years in customer care within the UAE/GCC

Qualifications

• Bachelor's degree in Business, Operations, or related field.
• 1–2 years of experience in customer care or contact centers in UAE/GCC.
• Proficiency in customer care processes and complaint handling methodologies.

Responsabilités

• Ensure SLA compliance across all customer touchpoints and maintain KPIs.
• Manage and resolve customer complaints within defined timelines.
• Improve CSAT and NPS through high-quality service delivery.
• Drive first contact resolution to reduce repeat customer contacts.
• Maintain high-quality standards in all customer interactions.
• Monitor productivity and operational efficiency via KPI analysis.
• Ensure accuracy of CRM/case data and compliance with SOPs.

Connaissances

Interpersonal skills

Facilitation

Presentation skills

Proactive problem-solving

Conflict resolution

Multi-tasking

Formation

Bachelor's degree in Business/Operations

Description du poste

Al-Futtaim in the United Arab Emirates invites applications for a Customer Care Executive responsible for managing client relationships, identifying needs, and delivering solutions with excellent communication to ensure high-quality service. You will ensure SLA compliance, resolve complaints within defined timelines, drive first contact resolution, and monitor CRM data and KPIs to improve CSAT and NPS.

A Bachelor’s in Business or related field and 1–2 years in customer care within the UAE/GCC