Senior Associate, Customer Relations Management

Majid Al Futtaim; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Majid Al Futtaim is seeking a Senior Associate, Customer Relations Management to oversee post-handover concerns during the Defects Liability Period. You will manage customer interactions across channels, coordinate with internal teams and contractors, and ensure timely resolution within SLAs, while generating performance reports.

The role requires a Bachelor’s degree in a relevant field and 2–3 years in customer service, with strong communication skills and proficiency in MS Office and CRM

Qualifications

• Bachelors degree in a relevant field.
• 2 to 3 years of customer service experience.
• Knowledge of Defects Liability Period processes.
• Proficient in Microsoft Office and CRM systems.
• English fluency; Arabic language skills are a plus.

Responsibilities

• Manage post-handover customer concerns during the Defects Liability Period.
• Coordinate with internal teams and contractors to resolve issues.
• Generate reports on Defects Liability Period performance and customer satisfaction.
• Maintain accurate case records and provide status updates.

Skills

Communication

Multitasking

Organizational skills

Problem-solving

Customer service

Education

Bachelors degree in a relevant field

Tools

Microsoft Office

CRM systems

Job description

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.