Senior Operations Executive - Customer Services - Al-Futtaim Group - Dubai, UAE

AlFuttaim; Dubai; On-site; AED 66,960 - 89,280; Full time

Job summary

AlFuttaim is seeking a Senior Operations Executive for Customer Services in Dubai to manage all incoming communications, including calls and emails. The ideal candidate will ensure smooth aftersales support and must be fluent in English and Arabic.

This full-time role requires strong organizational skills and experience in customer service. You will respond promptly to inquiries, handle contract-related communications, and track customer queries effectively.

Qualifications

• Minimum 2 years of customer service experience, preferably in a call center.
• Fluency in English and Arabic is essential.
• Strong communication, negotiation, and interpersonal skills.

Responsibilities

• Attend all aftersales calls, emails, and customer inquiries via the Genesys platform.
• Log in punctually to handle incoming calls within KPI and SLA requirements.
• Monitor Hertz Customer Services inbox and respond to emails within SLA.
• Meet and greet walk-in customers at Hertz Head Office and assist with their concerns.
• Log all customer queries for First Contact Resolution tracking.

Skills

Customer service

Call handling

Email management

Complaint resolution

Administrative coordination

Problem-solving

Education

Graduate or diploma holder

Job description

Senior Operations Executive - Customer Services

Location: Dubai, UAE

Position Overview

This role manages incoming customer communications for Hertz UAE, including calls, emails, and in-person interactions. The position ensures smooth aftersales support, contract-related communication, and accurate tracking of customer queries. Strong organization, service skills, and bilingual communication are essential.

Job Details

• Country: UAE
• City: Dubai
• Industry: Customer Services
• Function: Customer Support-Client Care
• Salary: 6000-8000 AED (market estimated)
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key Responsibilities

• Attend all aftersales calls, emails, and customer inquiries via the Genesys platform.
• Log in punctually to handle incoming calls within KPI and SLA requirements.
• Monitor Hertz Customer Services inbox and respond to emails within SLA.
• Meet and greet walk-in customers at Hertz Head Office and assist with their concerns.
• Communicate contract expiry reminders, damage estimates, lock fines, and similar updates.
• Log all customer queries for First Contact Resolution tracking.

Ideal Profile

• Graduate or diploma holder.
• Minimum 2 years of customer service experience, preferably in a call center.
• Fluency in English and Arabic.
• Strong communication, negotiation, and interpersonal skills.
• Ability to manage administrative workload efficiently.
• Skills Set: Customer service, Call handling, Email management, Complaint resolution, Administrative coordination, Problem-solving.

About the Company

Al-Futtaim Group operates across automotive, retail, financial services, real estate, and healthcare, supporting over 200 global brands. The Hertz UAE customer services division focuses on delivering efficient, responsive, and customer‑centric mobility support.