Customer Experience Lead — CSAT & FCR Focus

Al Futtaim Private Company (LLC); Sharjah; On-site; AED 78,000 - 112,000; Full time

Job summary

Al Futtaim Private Company (LLC) is seeking a Customer Care Executive in the UAE to manage client relationships and identify needs, delivering solutions with focus on high-quality service and compliance with SOPs. You will drive CSAT and NPS improvements and ensure timely resolution of inquiries.

The role emphasizes SLA adherence, efficient issue resolution, and maintaining CRM data accuracy while maintaining performance metrics across calls, emails, and complaints in a fast-paced environment.

Qualifications

• Excellent interpersonal, facilitation, and presentation skills.
• Proactive problem-solving and conflict resolution capabilities.
• Ability to set priorities and manage multiple client accounts.
• Understanding of customer care processes and effective complaint handling.

Responsibilities

• Ensure SLA compliance across all customer touchpoints calls email complaints and maintain key performance metrics.
• Manage and resolve customer complaints efficiently within defined timelines to maintain service quality.
• Improve customer satisfaction and overall experience as measured by CSAT and NPS scores.
• Drive first contact resolution to reduce repeat customer contacts thus enhancing service efficiency.
• Maintain high-quality standards in all customer interactions to ensure consistent customer service delivery.
• Monitor and enhance team productivity and operational efficiency through KPI analysis.
• Ensure accuracy and completeness of CRM case data to maintain reliable records.
• Ensure compliance with SOPs policies and regulatory requirements to minimize operational risks.

Skills

Interpersonal skills

Facilitation

Presentation skills

Problem solving

Education

Bachelor's degree in Business/Operations

Job description

Al Futtaim Private Company (LLC) is seeking a Customer Care Executive in the UAE to manage client relationships and identify needs, delivering solutions with focus on high-quality service and compliance with SOPs. You will drive CSAT and NPS improvements and ensure timely resolution of inquiries.

The role emphasizes SLA adherence, efficient issue resolution, and maintaining CRM data accuracy while maintaining performance metrics across calls, emails, and complaints in a fast-paced environment.