Customer Service Representative - Financial Services

AlFuttaim; Dubai; In loco; AED 40.000 - 70.000; Tempo pieno

Descrizione del lavoro

Al-Futtaim is hiring a Customer Service Representative in Dubai, UAE to support customers within the Financial Services and Rental operations. The role manages customer interactions across telephone, email, and walk-in channels while taking ownership of enquiries, complaints, contract administration, and case resolution.

The position requires accurate CRM documentation and effective coordination with internal teams, while maintaining performance against customer service standards and KPIs.

Competenze

• Diploma or Bachelor’s degree preferred.
• High school diploma with strong relevant experience may be considered.
• 1-3 years of contact centre or frontline customer service experience.

Mansioni

• Handle inbound customer calls and emails through the contact centre platform, including Genesys.
• Respond to customer interactions within established departmental service levels.
• Record every interaction accurately in the CRM.
• Maintain clear notes and supporting case documentation.
• Diagnose customer issues and work toward First Contact Resolution where possible.
• Coordinate unresolved matters with appropriate internal teams.
• Provide proactive updates while cases remain open.
• Maintain ownership of customer cases through final closure.

Conoscenze

Customer communication

Query resolution

Negotiation

Planning

Problem solving

Case ownership

CRM documentation

Inter-team coordination

Contact centre capability

SOPs/KPIs/SLAs

Formazione

Bachelor's degree preferred

High school diploma with relevant experience considered

Descrizione del lavoro

Customer Service Representative - Financial Services Job Snapshot

Role: Customer Service Representative Location: Dubai, UAE Industry: Financial Services Function: Customer Support-Client Care Experience: 1-3 years of contact centre or frontline customer service experience Job Type: Full Time Work Arrangement: On-site

Position Overview

Al-Futtaim is hiring a Customer Service Representative in Dubai, UAE to support customers within the Financial Services and Rental operations. The role manages customer interactions across telephone, email, and walk-in channels while taking ownership of enquiries, complaints, contract administration, and case resolution. The position requires accurate CRM documentation, effective coordination with internal teams, and consistent performance against customer service standards and departmental KPIs.

Job Details

Country: UAE 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

Role Context

The Customer Service Representative will manage customer requirements from initial contact through final resolution. Responsibilities extend beyond answering enquiries and include investigating issues, coordinating with relevant departments, maintaining accurate records, processing contract-related activities, and keeping customers informed until their cases are closed. Performance is measured through service indicators including Customer Satisfaction, First Contact Resolution, Average Handling Time, and Service Level Agreements while maintaining required compliance and documentation standards.

Customer Interaction and Case Management

• Handle inbound customer calls and emails through the contact centre platform, including Genesys.
• Respond to customer interactions within established departmental service levels.
• Record every interaction accurately in the CRM.
• Maintain clear notes and supporting case documentation.
• Diagnose customer issues and work toward First Contact Resolution where possible.
• Coordinate unresolved matters with appropriate internal teams.
• Provide proactive updates while cases remain open.
• Maintain ownership of customer cases through final closure.

Contract Administration

Complete administrative activities relating to customer contracts while maintaining accurate information across enterprise systems and associated tools. Responsibilities include managing contract renewals and expiries as well as processing matters involving fines, lock notices, damage estimates, and replacements in accordance with applicable procedures.

Front of House Customer Service

• Welcome walk-in customers at head office or branch locations.
• Verify customer identity where required.
• Identify and categorize customer requests.
• Resolve requests directly when possible.
• Escalate matters to the appropriate team when further action is required.
• Maintain professional and efficient customer communication throughout each interaction.

Complaints and Service Resolution

Manage customer complaints in accordance with Customer Care procedures, including acknowledgement, investigation, documentation, and formal resolution. The Customer Service Representative will ensure complaint outcomes are properly recorded and communicated within stipulated timelines while maintaining a clear record of actions taken.

Compliance and Operating Standards

• Follow Customer Care standard operating procedures for requests, outbound contact, and complaint handling.
• Maintain compliance with applicable Know Your Customer requirements.
• Follow relevant data privacy requirements.
• Adhere to applicable Anti-Money Laundering requirements.
• Maintain accurate customer and contract information.
• Follow established company policies and service procedures.

Service Performance

The role contributes directly to customer satisfaction through timely and effective service delivery. Contact centre systems, CRM tools, and other available technologies will be used to manage customer interactions and workflows efficiently. The position also supports team initiatives and relevant process improvements designed to strengthen customer service operations.

Required Skills

• Excellent customer communication skills.
• Customer query and complaint resolution.
• Effective negotiation skills.
• Strong planning and organizational ability.
• Advanced problem-solving capability.
• Case ownership and follow-up.
• CRM documentation and interaction management.
• Ability to coordinate effectively with internal teams.
• Contact centre and frontline customer service capability.
• Ability to work within defined SOPs, KPIs, and SLAs.

Qualifications and Experience

• Diploma or Bachelor 's degree preferred.
• High school diploma with strong relevant experience may be considered.
• 1-3 years of experience in a contact centre or frontline customer service role.
• Experience within car rental, leasing, or financial services is an advantage.
• Fluency in English is required.
• Arabic proficiency is beneficial.

About Al-Futtaim

Al-Futtaim is a privately held regional business headquartered in Dubai with operations across more than 20 countries. Its activities span automotive, financial services, real estate, retail, and health, with more than 40000 employees and partnerships with over 200 international brands.