Customer Experience & Solutions Specialist

Al-Futtaim; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Al-Futtaim is seeking a Customer Service Executive in Dubai to manage client relationships, identify requirements and provide timely solutions. You will be the main contact for clients, ensuring service quality, complaint handling, and proactive engagement across all interactions.

Ideal candidates have 1–2 years in customer care within the UAE/GCC, a Bachelor’s in Business or Operations, and strong communication, problem-solving, and multitasking abilities.

Qualifications

• Bachelor's degree in Business or Operations is preferred.
• 1-2 years of customer care or contact center experience, ideally within financial services in the UAE or GCC.
• Proven ability to maintain organized tracking systems for client interactions and set priorities to manage multiple client accounts effectively.
• Strong understanding of customer care processes and complaint handling, coupled with proactive problem-solving and conflict resolution skills.

Responsibilities

• Ensure SLA compliance across all customer touchpoints (calls, email, complaints) and measure SLA adherence percentage.
• Manage and resolve customer complaints within defined timelines.
• Improve customer satisfaction and overall experience by tracking CSAT score, NPS score, and customer feedback trends.
• Drive first contact resolution and reduce repeat contacts.
• Maintain quality standards in all customer interactions by assessing QA score percentage, audit results, and error rate.
• Monitor and enhance team productivity and operational efficiency, focusing on cases handled per agent, average handling time, and utilization rate.
• Ensure accuracy and completeness of CRM case data, aiming for high data completeness percentage and low error rate in CRM entries.
• Ensure compliance with SOPs, policies, and regulatory requirements by maintaining a high audit compliance score.

Skills

Interpersonal skills

Facilitation

Presentation skills

Account management

Problem solving

Customer care

Education

Bachelor's degree in Business or Operations

Job description

Al-Futtaim is seeking a Customer Service Executive in Dubai to manage client relationships, identify requirements and provide timely solutions. You will be the main contact for clients, ensuring service quality, complaint handling, and proactive engagement across all interactions.

Ideal candidates have 1–2 years in customer care within the UAE/GCC, a Bachelor’s in Business or Operations, and strong communication, problem-solving, and multitasking abilities.