Customer Experience & Support Specialist

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 56,000 - 84,000; Full time

Job summary

Al-Futtaim Group is seeking a Customer Support Centre Agent in Dubai to champion a consistent customer journey across non-face-to-face channels. You will log all cases in the CRM, respond to emails and social media within 24 hours, and contribute to service improvements while upholding brand trust.

With 1–2 years in customer service, you will communicate professionally, handle escalations, and deliver empathetic solutions to ensure a five-star experience throughout the shopping journey.

Qualifications

• 1–2 years of experience in customer service or support.
• Proficiency in using CRM systems and logging customer interactions.
• Strong communication skills, both written and verbal, with an emphasis on empathy.
• Ability to handle critical escalations and provide effective solutions in a timely manner.

Responsibilities

• Ensure all customer cases are accurately logged in the CRM system for proper follow-up and reliable data reporting.
• Respond to and resolve all customer emails and social media complaints within 24 hours of receipt.
• Adhere to departmental action plans to continuously improve customer experience and ensure a consistent service approach.
• Strive to resolve customer queries during the first interaction by identifying needs and offering effective solutions.
• Communicate with customers in a professional, friendly, and empathetic manner to ensure a consistent and positive brand experience.
• Actively highlight serious customer escalations to leadership and the resolution team, ensuring timely visibility of critical issues.
• Share relevant customer feedback to enable prompt corrective actions and drive service improvement.
• Take ownership in quality evaluation and contribute to quality assurance initiatives.

Skills

Excellent communication

CRM proficiency

Empathy

Problem-solving

Tools

CRM software

Job description

Al-Futtaim Group is seeking a Customer Support Centre Agent in Dubai to champion a consistent customer journey across non-face-to-face channels. You will log all cases in the CRM, respond to emails and social media within 24 hours, and contribute to service improvements while upholding brand trust.

With 1–2 years in customer service, you will communicate professionally, handle escalations, and deliver empathetic solutions to ensure a five-star experience throughout the shopping journey.