Dubai Financial Services CSR — On-site & Fast Case Resolution

AlFuttaim; Dubai; On-site; AED 40,000 - 70,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer communication

Query resolution

Negotiation

Planning

Problem solving

Case ownership

CRM documentation

Inter-team coordination

Contact centre capability

SOPs/KPIs/SLAs

Education

Bachelor's degree preferred

High school diploma with relevant experience considered

Job description

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.