Customer Relations Lead - Defects & SLA Resolution

Majid Al Futtaim; Dubai; On-site; AED 180,000 - 264,000; Full time

Benefits offered by this job

Friendly environment

Global colleagues

Job summary

Majid Al Futtaim is seeking a Senior Associate, Customer Relations Management in Dubai to manage post-handover customer concerns during the Defects Liability Period. You will coordinate with internal teams and contractors, ensuring timely updates and resolution within SLAs to maintain customer satisfaction.

You will engage with customers through various channels, conduct in-person meetings, and generate reports on DLP performance and customer satisfaction, contributing to continuous process

Qualifications

• Bachelor’s degree or equivalent in a relevant field.
• 2–3 years of customer service experience, preferably in real estate or construction.
• Strong knowledge of Defects Liability Period processes and defect rectification.
• Excellent communication with a customer-first approach; multitasking under pressure.
• Proficiency in Microsoft Office and CRM systems.
• Fluency in English; Arabic a plus.

Responsibilities

• Serve as primary contact for customers reporting Defects Liability Period issues after handover.
• Conduct in-person meetings to understand concerns and provide timely feedback.
• Oversee and resolve DLP cases, ensuring tracking to closure within SLAs.
• Coordinate site visits with DLP teams and contractors to inspect and resolve issues.
• Maintain accurate records and provide regular status updates to customers.
• Liaise between CRM, DLP teams, contractors and customers to ensure effective communication and resolution.

Skills

Customer service

Communication

Multitasking

Microsoft Office

CRM systems

English fluency

Education

Bachelor’s degree in a relevant field

Job description

Majid Al Futtaim is seeking a Senior Associate, Customer Relations Management in Dubai to manage post-handover customer concerns during the Defects Liability Period. You will coordinate with internal teams and contractors, ensuring timely updates and resolution within SLAs to maintain customer satisfaction.

You will engage with customers through various channels, conduct in-person meetings, and generate reports on DLP performance and customer satisfaction, contributing to continuous process