Customer Service Executive - Client Relations

AlFuttaim; Dubai; On-site; AED 60,000 - 110,000; Full time

Job summary

Al-Futtaim Group in Dubai, United Arab Emirates is seeking a Customer Service Executive to manage client relationships, handle inquiries, and ensure service quality across channels. The role focuses on understanding customer needs, providing solutions, resolving complaints, and maintaining CRM records in line with SLAs.

On-site work with a 1-2 year experience background in banking/financial services preferred.

Qualifications

• 1-2 years of experience in customer care or contact centre operations.
• Previous customer service experience in banking or financial services is preferred.
• Excellent interpersonal, facilitation, and presentation skills.

Responsibilities

• Act as primary contact for clients and address inquiries.
• Develop and maintain positive client relationships through effective communication and consistent service delivery.
• Understand customer needs and identify appropriate solutions within established service procedures.
• Coordinate communication and follow-up activities to ensure customer concerns are addressed.
• Maintain a customer-focused approach across all interactions.
• Ensure customer interactions comply with established Service Level Agreements across channels.
• Monitor customer requests and support resolution within defined timelines.
• Maintain consistent service standards across customer touchpoints.
• Identify service delays and take appropriate action to support SLA compliance.
• Follow procedures to maintain efficient and reliable customer service.
• Manage customer complaints professionally and work toward resolution within agreed timelines.
• Investigate customer concerns and coordinate with relevant teams for support.

Skills

Interpersonal skills

Customer communication

Facilitation

Problem-solving

Organizational skills

Relationship management

Job description

Customer Service Executive – Client Relations 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

Al-Futtaim Group is seeking a Customer Service Executive to manage client relationships, address customer inquiries, and deliver consistent service across customer communication channels in Dubai, United Arab Emirates. The role serves as a primary point of contact for clients, focusing on understanding customer requirements, providing appropriate solutions, resolving complaints, and maintaining service quality in accordance with established Service Level Agreements (SLAs). The successful candidate will support customer satisfaction, first-contact resolution, accurate Customer Relationship Management (CRM) records, and efficient service operations while following company policies and regulatory requirements.

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

Key Responsibilities

• Customer Relationship Management - Act as a primary contact for clients, providing professional assistance and timely responses to customer requirements.
• Develop and maintain positive client relationships through effective communication and consistent service delivery.
• Understand customer needs and identify appropriate solutions within established service procedures.
• Coordinate communication and follow-up activities to ensure customer concerns are addressed.
• Maintain a customer-focused approach across all interactions.
• Service Level Agreement Compliance - Ensure customer interactions comply with established Service Level Agreements across telephone calls, emails, and complaint-handling channels.
• Monitor customer requests and follow up to support resolution within defined timelines.
• Maintain consistent service standards across customer touchpoints.
• Identify service delays and take appropriate action to support SLA compliance.
• Follow established procedures to maintain efficient and reliable customer service.
• Complaint Handling and Resolution - Manage customer complaints professionally and work toward resolution within agreed timelines.
• Investigate customer concerns and coordinate with relevant teams when additional support is required.
• Apply effective problem-solving and conflict resolution skills to address service issues.
• Support first-contact resolution by providing accurate information and appropriate assistance.
• Identify recurring customer concerns and contribute to reducing repeat contacts.
• Customer Satisfaction and Service Quality - Contribute to improving customer satisfaction and the overall customer experience.
• Maintain high standards of professionalism, accuracy, and communication during customer interactions.
• Identify opportunities to improve customer service processes and response quality.
• Support consistent service delivery through adherence to approved customer care practices.
• Help strengthen customer confidence through reliable follow-up and effective issue resolution.
• Operational Efficiency and Productivity - Monitor service productivity and contribute to improvements in operational efficiency.
• Manage multiple customer requirements while maintaining appropriate priorities.
• Maintain organized tracking systems for customer interactions and outstanding cases.
• Coordinate follow-up activities to support timely case completion.
• Contribute to improved team performance through effective communication and efficient working practices.
• CRM Documentation and Compliance - Maintain accurate and complete customer information, case records, and interaction histories in the CRM system.
• Ensure customer requests, complaints, and resolutions are documented appropriately.
• Review case information for completeness and accuracy.
• Follow established Standard Operating Procedures (SOPs), company policies, and applicable regulatory requirements.
• Support reliable customer service reporting through accurate case documentation.

Required Skills and Competencies

• Excellent interpersonal and customer communication skills.
• Strong facilitation and presentation abilities.
• Good understanding of customer care processes and complaint-handling procedures.
• Proactive problem-solving and conflict resolution skills.
• Ability to manage multiple client accounts and competing priorities.
• Strong organizational skills and attention to detail.
• Ability to maintain accurate customer interaction records and tracking systems.
• Customer-focused approach with a commitment to service quality.
• Effective follow-up skills and the ability to work within defined service timelines.
• Understanding of SLA compliance and customer service performance requirements.

Qualifications and Experience

• 1-2 years of experience in customer care or contact centre operations.
• Previous customer service experience in banking or financial services is preferred.
• Excellent interpersonal, facilitation, and presentation skills.
• Experience maintaining organized records and tracking client interactions.
• Ability to prioritize customer requirements and manage multiple client accounts.
• Strong problem-solving and complaint resolution capabilities.
• Understanding of customer care processes and service delivery standards.

Service Performance Priorities

• Compliance with Service Level Agreements across customer communication channels.
• Timely handling and resolution of customer complaints.
• Improved customer satisfaction and service experience.
• Increased first-contact resolution and fewer repeat customer contacts.
• Consistent quality across customer interactions.
• Improved team productivity and operational efficiency.
• Accurate and complete CRM and case records.
• Compliance with SOPs, company policies, and regulatory requirements.

About Al-Futtaim Group

Established in the 1930s, Al-Futtaim Group is one of the region 's diversified privately held businesses, with more than 35,000 employees and operations across over 20 countries in the Middle East, Asia, and Africa. The Group operates across automotive, financial services, real estate, retail, and healthcare, maintaining partnerships with more than 200 internationally recognized brands. Guided by its values of Respect, Excellence, Collaboration, and Integrity, Al-Futtaim Group focuses on delivering quality services, maintaining customer relationships, and enriching the lives and aspirations of the communities it serves.