Emirati Talent - Senior Associate, Customer Relations Management - Tilal Al Ghaf

Majid Al Futtaim; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Majid Al Futtaim in Dubai is seeking a seasoned Emirati Talent- Senior Associate, Customer Relations Management to oversee post-handover Defects Liability Period issues, ensure SLA adherence, and maintain high customer satisfaction through proactive case management.

You will coordinate with internal teams and contractors, conduct site visits, keep customers updated, and generate performance reports to identify recurring defects while supporting the CRM team to improve DLPP processes.

Qualifications

• Bachelor’s degree in a relevant field.
• 2–3 years in customer service or related field in real estate or construction.
• Knowledge of Defects Liability Period processes and construction standards.
• Strong communication, multitasking, and customer-first approach.
• Fluency in English; Arabic is a plus.

Responsibilities

• Serve as primary contact for post-handshake customer issues.
• Conduct in-person meetings to understand concerns and feedback.
• Oversee and resolve Defects Liability Period cases within SLAs.
• Coordinate site visits with DL period team and contractors.
• Maintain records and update customers on case status.
• Liaise between CRM, DL Period teams, contractors and customers.
• Generate reports on DL Period performance and SLA adherence.
• Collaborate to improve DLPP case management processes.

Skills

Customer service

Communication

Organizational skills

Microsoft Office

CRM systems

Arabic language

English fluency

Education

Bachelor's degree

Tools

Microsoft Office

CRM software

Job description

JOB TITLE

Emirati Talent- Senior Associate, Customer Relations Management | Majid Al Futtaim - Development

Role Summary

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.