Customer Service Representative - FAMCO

AlFuttaim; Dubai; On-site; AED 55,800 - 89,280; Full time

Job summary

Al‑Futtaim’s FAMCO division in Dubai seeks a proactive Customer Service Representative to manage inquiries via phone, email, WhatsApp and walk‑ins, resolve service concerns, and keep customers updated throughout the service journey.

With 2–4 years in customer service and a Diploma or Bachelor’s degree, you will coordinate with Sales, Aftersales, Parts, Operations and Finance to ensure accurate responses, timely follow‑ups, and lasting client relationships in a fast‑paced automotive environment.

Qualifications

• 2–4 years of experience in customer service, customer support, client care, or service coordination.
• Experience in automotive, retail, aftersales, or service operations is preferred.
• Excellent verbal and written English; Arabic is an advantage.

Responsibilities

• Respond to inquiries via phone, email, WhatsApp, and walk‑ins.
• Provide accurate information about products, services, pricing, service status, and company policies.
• Follow up with customers to update on service progress and ensure timely communication.
• Document complaints and coordinate with Sales, Aftersales, Parts, Operations, and Finance.
• Build lasting customer relationships through proactive support.
• Escalate complex issues while owning the customer experience.

Skills

Customer service

Communication

English proficiency

Arabic language advantage

Education

Bachelor's degree in Business Administration

Diploma or related field

Job description

Customer Service Representative - FAMCO

Location: Dubai, United Arab Emirates

Industry: Automotive

Function: Customer Support-Client Care

Experience: 2-4 years in customer service, customer support, or client care

Job Type: Full-time

Overview

Customer Service Representative - FAMCO in Dubai, United Arab Emirates is an Automotive hiring opportunity for a proactive customer support professional who can manage customer inquiries, resolve service concerns, coordinate with internal teams, and maintain strong client relationships. The role is focused on delivering timely, accurate, and professional support across telephone, email, WhatsApp, and walk‑in interactions while ensuring customers receive clear updates throughout their service journey. This position is well suited for candidates with experience in automotive, commercial vehicles, retail, aftersales, service operations, or customer care environments.

Job Details

Country: United Arab Emirates

City: Dubai

Salary: 5000-8000 (estimated range; final offer confirmed by employer)

Gender: Any

Candidate Nationality: Any

Context

The Customer Service Representative - FAMCO acts as a key link between customers and internal departments, helping ensure every request is handled with ownership, accuracy, and urgency. The role supports customer retention by resolving inquiries, documenting complaints, monitoring service progress, and coordinating with Sales, Aftersales, Parts, Operations, and Finance teams. In a busy Automotive service environment, this position helps protect customer trust, improve response times, reduce repeated concerns, and strengthen the overall service experience.

Key Responsibilities

• Respond to customer inquiries received through phone calls, email, WhatsApp, and walk‑in visits.
• Provide accurate information about products, services, pricing, service status, and company policies.
• Handle customer concerns professionally while keeping the conversation calm, clear, and solution focused.
• Keep customers updated during the service process and ensure communication remains timely and consistent.
• Receive, document, and investigate customer complaints with proper attention to detail.
• Coordinate with Sales, Aftersales, Parts, Operations, and Finance teams to resolve customer issues quickly.
• Follow up with customers after resolution to confirm satisfaction and close the service loop.
• Escalate complex concerns when needed while maintaining ownership of the customer experience.
• Build lasting customer relationships through polite communication, responsiveness, and dependable follow‑up.
• Support customer retention by delivering consistent service quality across every interaction.
• Identify repeated customer concerns and share feedback that can improve the overall customer journey.
• Maintain accurate customer records in Customer Relationship Management and Enterprise Resource Planning systems.
• Prepare customer service reports and highlight recurring issues, delays, or service improvement opportunities.
• Protect customer information by following data accuracy, confidentiality, and compliance standards.
• Monitor service progress and follow up with internal teams to ensure commitments are delivered within agreed timelines.
• Support operational coordination by tracking customer requests, pending actions, and department responses.
• Contribute to continuous improvement initiatives that enhance customer satisfaction and internal efficiency.
• Promote a customer‑first approach during daily coordination with colleagues and business teams.

Ideal Profile

The ideal candidate should be confident in customer communication, organized in follow‑up, and able to stay composed in a fast‑paced service environment. This role suits someone who enjoys helping customers, understands the value of professional complaint handling, and can coordinate across departments to deliver practical solutions.

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Marketing, or a related discipline.
• 2-4 years of experience in customer service, customer support, client care, or service coordination.
• Experience in automotive, commercial vehicles, retail, aftersales, service operations, or a related industry is preferred.
• Strong customer service mindset with the ability to manage inquiries and complaints professionally.
• Excellent verbal and written communication skills in English.
• Arabic language skills are an advantage.
• Good interpersonal skills with the ability to build trust with customers and internal stakeholders.
• Strong problem‑solving and conflict‑resolution ability.
• Good organizational and multitasking skills for managing several customer cases at the same time.
• Ability to remain calm, polite, and focused during pressure situations.
• Proficiency in Microsoft Office and Customer Relationship Management systems.
• Experience using Enterprise Resource Planning systems is an advantage.
• Strong attention to detail when updating customer records, preparing reports, and tracking service requests.
• Reliable follow‑up skills with a commitment to delivering a positive customer experience.

Skills Set

• Customer support
• Client care
• Customer service
• Automotive customer service
• Commercial vehicle support
• Complaint handling
• Customer inquiry management
• Service request coordination
• Customer Relationship Management systems
• Enterprise Resource Planning systems
• Microsoft Office
• Telephone support
• Email support
• WhatsApp customer service
• Walk‑in customer handling
• Customer records management
• Service progress monitoring
• Customer retention
• Conflict resolution
• Problem solving
• Internal coordination
• Sales coordination
• Aftersales coordination
• Parts coordination
• Operations support
• Finance coordination
• Customer service reporting
• Data accuracy
• Confidentiality
• Follow‑up management
• English communication
• Arabic language advantage
• Customer experience improvement

Why Join Us

This role offers a strong opportunity to build a customer service career in Dubai’s Automotive sector with exposure to commercial vehicles, aftersales support, parts coordination, service operations, and customer relationship management. The position is suitable for candidates who want to work in a structured service environment where communication, follow‑up, and customer ownership directly influence satisfaction and retention. It also provides practical experience with cross‑functional coordination and service improvement within a large regional automotive business.

About the Company

Al‑Futtaim is a diversified business group headquartered in Dubai, United Arab Emirates, with operations across automotive, financial services, real estate, retail, and healthcare. Al‑Futtaim Automotive represents a wide mobility portfolio across the Middle East, Asia, and Africa, covering vehicle distribution, leasing, manufacturing, aftersales, commercial vehicles, industrial equipment, and customer‑focused transport solutions. FAMCO operates within this automotive network, supporting customers through professional service standards, technical capability, and long‑term business relationships.