Emirati Talent- Senior Associate, Customer Relations Management

Majid Al Futtaim; Dubai; On-site; AED 180,000 - 264,000; Full time

Benefits offered by this job

Friendly environment

Global colleagues

Job summary

Majid Al Futtaim is seeking a Senior Associate, Customer Relations Management in Dubai to manage post-handover customer concerns during the Defects Liability Period. You will coordinate with internal teams and contractors, ensuring timely updates and resolution within SLAs to maintain customer satisfaction.

You will engage with customers through various channels, conduct in-person meetings, and generate reports on DLP performance and customer satisfaction, contributing to continuous process

Qualifications

• Bachelor’s degree or equivalent in a relevant field.
• 2–3 years of customer service experience, preferably in real estate or construction.
• Strong knowledge of Defects Liability Period processes and defect rectification.
• Excellent communication with a customer-first approach; multitasking under pressure.
• Proficiency in Microsoft Office and CRM systems.
• Fluency in English; Arabic a plus.

Responsibilities

• Serve as primary contact for customers reporting Defects Liability Period issues after handover.
• Conduct in-person meetings to understand concerns and provide timely feedback.
• Oversee and resolve DLP cases, ensuring tracking to closure within SLAs.
• Coordinate site visits with DLP teams and contractors to inspect and resolve issues.
• Maintain accurate records and provide regular status updates to customers.
• Liaise between CRM, DLP teams, contractors and customers to ensure effective communication and resolution.

Skills

Customer service

Communication

Multitasking

Microsoft Office

CRM systems

English fluency

Education

Bachelor’s degree in a relevant field

Job description

The Senior Associate, Customer Relations Management will manage post-handover customer concerns during the Defects Liability Period, ensuring issue resolution within SLAs and delivery standards. The role involves customer interaction, coordination with internal teams and contractors, and maintaining customer satisfaction through effective case management and reporting.

ROLE PROFILE

• Serve as the primary contact for customers reporting issues related to the Defects Liability Period after handover, managing communication across various channels.
• Conduct in-person meetings to understand customer concerns and provide timely feedback.
• Oversee and resolve Defects Liability Period cases, ensuring they are tracked and followed up until closure.
• Coordinate site visits with the Defects Liability Period team and contractors to inspect and resolve issues within Service Level Agreements .
• Keep accurate records and regularly update customers on the status of their cases.
• Act as the liaison between the Customer Relationship Management team, Defects Liability Period teams, contractors, and customers to ensure effective communication and problem resolution.
• Generate reports on Defects Liability Period performance, customer satisfaction, and Service Level Agreements adherence, identifying recurring issues.
• Foster a positive customer experience and collaborate with the Customer Relationship Management team to improve Defects Liability Period case management processes.

REQUIREMENTS

• Bachelor’s degree in a relevant field (e.g., Business Administration, Construction Management, Engineering).
• 2 to 3 years of experience in customer service, or a related field, preferably in real estate or construction.
• Strong knowledge of Defects Liability Period processes, construction standards, and defect rectification procedures.
• Excellent communication skills with a customer-first approach and the ability to multitask under pressure.
• Strong organizational, problem-solving skills, and proficiency in Microsoft Office and Customer Relationship Management systems
• Fluency in English; Arabic language skills are a plus.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.