Customer Relations Specialist — Defects Liability & SLAs

Majid Al Futtaim; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Majid Al Futtaim in Dubai is seeking a seasoned Emirati Talent- Senior Associate, Customer Relations Management to oversee post-handover Defects Liability Period issues, ensure SLA adherence, and maintain high customer satisfaction through proactive case management.

You will coordinate with internal teams and contractors, conduct site visits, keep customers updated, and generate performance reports to identify recurring defects while supporting the CRM team to improve DLPP processes.

Qualifications

• Bachelor’s degree in a relevant field.
• 2–3 years in customer service or related field in real estate or construction.
• Knowledge of Defects Liability Period processes and construction standards.
• Strong communication, multitasking, and customer-first approach.
• Fluency in English; Arabic is a plus.

Responsibilities

• Serve as primary contact for post-handshake customer issues.
• Conduct in-person meetings to understand concerns and feedback.
• Oversee and resolve Defects Liability Period cases within SLAs.
• Coordinate site visits with DL period team and contractors.
• Maintain records and update customers on case status.
• Liaise between CRM, DL Period teams, contractors and customers.
• Generate reports on DL Period performance and SLA adherence.
• Collaborate to improve DLPP case management processes.

Skills

Customer service

Communication

Organizational skills

Microsoft Office

CRM systems

Arabic language

English fluency

Education

Bachelor's degree

Tools

Microsoft Office

CRM software

Job description

Majid Al Futtaim in Dubai is seeking a seasoned Emirati Talent- Senior Associate, Customer Relations Management to oversee post-handover Defects Liability Period issues, ensure SLA adherence, and maintain high customer satisfaction through proactive case management.

You will coordinate with internal teams and contractors, conduct site visits, keep customers updated, and generate performance reports to identify recurring defects while supporting the CRM team to improve DLPP processes.