Customer Support Agent - Contact Centre

AlFuttaim; Dubai; On-site; AED 55,800 - 83,700; Full time

Job summary

AlFuttaim is looking for a Customer Support Agent - Contact Centre in Dubai, UAE. This role requires strong Arabic and English communication skills and involves managing customer interactions across multiple channels including calls and social media.

The ideal candidate will possess a high school diploma, relevant CRM experience, and a commitment to providing exceptional customer service. You will contribute to enhancing the customer journey in a vibrant retail environment.

Qualifications

• High school diploma is required.
• Fluency in Arabic and English is required.
• Experience in a customer support environment is preferred.

Responsibilities

• Handle customer calls, emails, CRM cases, and social media complaints.
• Resolve customer issues with a focus on first call resolution.
• Accurately raise and update customer cases in CRM.

Skills

Customer support

Bilingual communication (Arabic, English)

CRM case management

Analytical thinking

Education

High school diploma

Tools

Excel

Genesys

Job description

Job Snapshot

Customer Support Agent - Contact Centre in Dubai, United Arab Emirates is a Retail hiring opportunity for a bilingual customer service professional with strong Arabic and English communication skills, CRM experience, complaint handling ability, and a clear focus on fast, accurate customer support.

Job Details

Location: Dubai, United Arab Emirates

Industry: Retail

Function: Customer Support - Client Care

Job Type: Full-time

Salary: 5000-7500 riyals/month (estimated; please confirm final offer with the employer)

Responsibilities

• Handle customer calls, emails, CRM cases, and social media complaints in a professional and timely manner.
• Accurately raise and update customer cases in CRM for follow-up, tracking, and data recording.
• Resolve customer emails and social media complaints within the required 24‑hour timeline.
• Aim for first call resolution by understanding the customer issue, identifying practical solutions, and coordinating with relevant teams when needed.
• Monitor the transport management system and inform customers promptly about delays, changes, or service updates.
• Communicate with customers in a positive, clear, and empathetic manner to improve trust and service confidence.
• Manage customer expectations by providing accurate information, realistic timelines, and proper follow‑up.
• Arrange schedules and workloads to help maintain service levels and protect the overall customer experience.
• Ensure correct support coverage at all times to improve response speed and service delivery.
• Follow customer support centre guidelines, internal processes, and agreed department standards.
• Support department business plans and action plans as directed by the management team.
• Record customer interactions clearly and ensure information is complete, correct, and easy for teams to follow.
• Escalate complex complaints, repeated issues, urgent matters, or service failures to the appropriate supervisor.
• Report risks, hazards, unusual activity, or process concerns to management without delay.
• Follow health and safety guidelines and SOPs to support a safe working environment.
• Use Excel, CRM, Genesys, and computer systems to support case handling, tracking, reporting, and customer service activity.
• Work with colleagues to maintain a smooth, responsive, and customer‑focused support centre operation.

Qualifications

• High school diploma is required.
• Fluency in Arabic and English is required.
• Experience in a call center, contact center, customer support, or customer care environment is preferred.
• Experience using Genesys, CRM systems, or similar customer management platforms is an advantage.
• Retail background will be beneficial.
• Good computer literacy with working knowledge of Excel.
• Strong communication skills with the ability to handle customers clearly, politely, and confidently.
• Good analytical and thinking skills to understand customer issues and identify practical solutions.
• Strong problem‑solving ability with a focus on first contact resolution.
• Excellent interpersonal skills and the ability to work with customers, colleagues, and supervisors professionally.
• Good time management skills with the ability to manage multiple interactions and follow‑up tasks.
• Able to work under pressure while maintaining service quality and a calm tone.
• Detail‑oriented when entering CRM notes, updating customer cases, and following support procedures.
• Positive, empathetic, and customer‑focused approach to every interaction.
• Willing to follow SOPs, service guidelines, and department performance expectations.

Key Skills

• Customer support, contact centre operations, call centre service, customer care.
• Arabic communication, English communication, CRM case management, Genesys.
• Email complaint handling, social media complaint handling, first call resolution, customer journey support.
• Transport management system monitoring, service delay communication, complaint escalation, case tracking.
• Data recording, Excel, computer literacy, time management, problem solving, analytical thinking.
• Empathetic communication, customer experience, SOP compliance, health and safety awareness.
• Workload coordination, service level support.

Why Join Us

This role gives the Customer Support Agent - Contact Centre the opportunity to build valuable customer service experience within a busy Retail support environment in Dubai, United Arab Emirates. It is a strong fit for someone who enjoys helping customers, solving issues, working with digital support tools, and contributing to a better customer journey.

The position offers exposure to CRM systems, service level management, complaint resolution, bilingual customer communication, and cross‑team coordination. It provides a practical platform for candidates who want to grow in customer support, contact centre operations, retail service, or customer experience roles within a respected regional business group.

About the Company

Al‑Futtaim Group is a diversified business group headquartered in Dubai, United Arab Emirates, with operations across automotive, financial services, real estate, retail, and healthcare. The group works with many respected international brands and continues to focus on customer experience, operational excellence, and service quality across its business divisions. Its customer support teams play an important role in maintaining trust, resolving concerns, and delivering professional assistance throughout the customer journey.