Customer Service Specialist - Finance & Car Rentals

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

Job summary

Al-Futtaim in Dubai seeks a Customer Service Representative for Financial Services and Rental sectors. You will manage calls, emails and walk-ins, own case closure, and handle contract administration per SOPs and KPIs such as CSAT, FCR, AHT, and SLA.

You will log interactions in CRM, ensure clear notes, and drive First Contact Resolution while complying with KYC and data privacy rules. Strong English skills and a customer-focused mindset are essential.

Qualifications

• Diploma or Bachelor's degree preferred; high school diploma with strong experience considered.
• 1-3 years experience in a contact centre or frontline customer service role.
• Experience in car rental, leasing, or financial services is an advantage.
• Fluent in English; proficiency in Arabic is beneficial.

Responsibilities

• Handle inbound calls/emails via the contact centre platform and respond within SLAs.
• Log and dispose every interaction in CRM with clear notes and documentation.
• Deliver First Contact Resolution by diagnosing issues and coordinating with internal teams.
• Perform administrative tasks on contracts, ensuring accuracy in enterprise systems.
• Manage contract renewals, expiries, fines, notices, and replacements.
• Meet and greet walk-in customers at head office/branches; verify identity and triage.
• Adhere to SOPs, ensure timely acknowledgements, investigations and resolutions.
• Comply with KYC, data privacy and AML regulations as applicable.
• Maintain high customer satisfaction and support process improvements.

Skills

Excellent communication

Negotiation skills

Planning & organization

Problem solving

Education

Diploma or Bachelor's degree

Job description

Al-Futtaim in Dubai seeks a Customer Service Representative for Financial Services and Rental sectors. You will manage calls, emails and walk-ins, own case closure, and handle contract administration per SOPs and KPIs such as CSAT, FCR, AHT, and SLA.

You will log interactions in CRM, ensure clear notes, and drive First Contact Resolution while complying with KYC and data privacy rules. Strong English skills and a customer-focused mindset are essential.