Customer Service Executive

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

Job summary

Al-Futtaim in Dubai seeks a Customer Service Executive to support customer relationships, respond to inquiries, resolve complaints, and ensure service levels are met. The role focuses on accurate records in CRM and timely issue resolution.

Candidates should have 1-2 years of experience in customer care or contact centers, preferably in financial services in the UAE, with strong communication and the ability to manage multiple client accounts while maintaining professionalism.

Qualifications

• Excellent interpersonal and communication skills.
• Strong customer relationship management skills across multiple client accounts.
• Ability to prioritize daily tasks and manage competing requirements.

Responsibilities

• Handle customer communications via calls, emails, and channels while maintaining service standards.
• Monitor SLA adherence by tracking response times and breaches.
• Act as primary contact for customers, understand requirements, coordinate solutions.

Skills

Communication

CRM skills

Customer relationship mgmt

Problem solving

Organizational skills

Conflict resolution

Attention to detail

Education

Bachelor's degree in Business or Operations

Job description

Customer Service Executive Job Snapshot - Role: Customer Service Executive - Location: Dubai, United Arab Emirates - Industry: Financial Services - Function: Customer Support-Client Care - Experience: 1-2 years - Job Type: Full Time - Work Arrangement: On-site

Position Overview

Al-Futtaim is seeking a Customer Service Executive to support customer relationships and deliver consistent service standards in Dubai, UAE. The position focuses on understanding customer needs, responding to inquiries, resolving complaints, and ensuring that customer interactions are managed professionally and within established service level agreements (SLAs). As a key contact for customers, the successful candidate will help improve service quality, maintain accurate customer records, and contribute to operational efficiency. The role requires strong communication skills, attention to detail, and a proactive approach to customer satisfaction and issue resolution.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Financial Services
• Function: Customer Support-Client Care
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

What You Will Do

Customer Service and SLA Management

• Handle customer communications through telephone calls, emails, and complaint channels while maintaining agreed service standards.
• Monitor compliance with service level agreements by tracking response times, SLA adherence rates, and service breaches.
• Act as a primary point of contact for customers, understand their requirements, and coordinate appropriate solutions.
• Manage customer complaints within defined timelines, monitoring resolution turnaround times and outstanding case backlogs.
• Promote first contact resolution by addressing customer concerns effectively and reducing the need for repeated interactions.

Customer Experience and Service Quality

• Support improvements in customer satisfaction by monitoring Customer Satisfaction (CSAT) scores, Net Promoter Score (NPS) results, and customer feedback trends.
• Maintain professional communication standards and ensure a positive customer experience across service channels.
• Review customer interaction quality through quality assurance scores, audit findings, and error-rate monitoring.
• Identify recurring service issues and contribute to practical improvements in customer care processes.

Operational Performance and Compliance

• Monitor service productivity and operational efficiency using indicators such as cases handled per agent, average handling time, and utilization rates.
• Maintain accurate and complete customer information in the Customer Relationship Management (CRM) system.
• Track CRM data completeness and entry accuracy to support reliable case management and reporting.
• Follow established standard operating procedures (SOPs), internal policies, and applicable regulatory requirements.
• Support compliance monitoring by maintaining service documentation and addressing identified process or audit deficiencies.

Required Skills and Competencies

• Excellent interpersonal and communication skills, with the ability to facilitate discussions and present information clearly.
• Strong customer relationship management skills and the ability to handle multiple client accounts.
• Effective prioritization and organizational abilities to manage competing customer requirements.
• Proactive problem‑solving skills and confidence in resolving customer concerns and conflicts.
• Sound understanding of customer care procedures, complaint management, and service delivery standards.
• Ability to maintain structured records and accurately track customer interactions.
• Attention to service quality, operational performance, and compliance requirements.

Qualifications and Experience

• Bachelor 's degree in Business or Operations is preferred.
• 1-2 years of experience in customer care or contact center operations.
• Previous customer service experience within financial services in the UAE or GCC is preferred.
• Demonstrated ability to organize customer interaction records and manage multiple client accounts efficiently.
• Practical understanding of customer complaint handling, service processes, and conflict resolution.
• Ability to prioritize daily responsibilities while maintaining consistent customer service standards.

The recruitment process considers professional qualifications, relevant skills, workplace behaviors, and alignment with Al-Futtaim's core values of Respect, Integrity, Collaboration, and Excellence.

About Al-Futtaim

Established in the 1930s and headquartered in Dubai, Al-Futtaim is a privately held regional business group operating across more than 20 countries. Its activities span automotive, financial services, real estate, retail, and healthcare. With over 40,000 employees, the Group represents more than 200 internationally recognized brands, including Toyota, Lexus, IKEA, ACE, and Marks and Spencer. Al-Futtaim focuses on enriching lives and supporting communities through digital innovation, artificial intelligence, sustainable growth, and strategic partnerships. Its business approach emphasizes long‑term value for customers, communities, and partners.