Senior Customer Services Representative

Al-Futtaim; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A diversified regional business in Dubai seeks a Senior Operations Executive for Customer Services. The role involves managing aftersales communications through phone and email, ensuring satisfaction while meeting KPIs. Candidates should have a graduate degree and at least 2 years of customer service experience, ideally in contact centers. Strong proficiency in English and Arabic along with excellent interpersonal skills are mandatory for this position.

Qualifications

• Minimum 2 years of experience in a customer service role, preferably in contact centers.
• Strong communication, negotiation, planning and organization skills required.
• Problem-solving and decision-making abilities necessary.

Responsibilities

• Handle all aftersales communications via calls, emails, and in person.
• Monitor communication KPIs and SLAs effectively.
• Assist walk-in customers and resolve their queries.
• Log all customer interactions for tracking performance.

Skills

Excellent communication skills in English

Strong customer relations

Ability to organize administrative tasks

Proficiency in customer service platforms

Fluency in Arabic

Education

Graduate or Diploma holder in any discipline

Job description

Al-Futtaim Group is a diversified, privately‑held regional business headquartered in Dubai, United Arab Emirates, employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa.

Overview Of The Role

The Senior Operations Executive in Customer Services is responsible for handling all aftersales communications, including phone calls, emails, and face‑to‑face interactions with customers. This role ensures customer satisfaction by adhering to KPIs and SLAs for communication and performance while efficiently managing administrative tasks related to customer contracts. Success in this role is measured through customer feedback, agent performance reports, and First Contact Resolution rates.

What You Will Do

• Attend to all aftersales calls and emails received in Hertz queues, including face‑to‑face customer interactions during branch visits.
• Ensure punctual login to the Genesys platform to attend to incoming customer calls within department KPI and SLA.
• Constantly monitor the Hertz Customer Services Inbox on the Genesys platform to respond to incoming customer emails within department KPI and SLA.
• Meet and greet walk‑in customers visiting the Hertz Head Office and resolve queries as received.
• Timely communicate with customers for all administrative tasks including contract expiries, damage estimate communications and lock fines.
• Log all queries received via calls and emails to track First Contact Resolution rates.

Required Skills To Be Successful

• Excellent communication skills in English and Arabic.
• Strong customer relations and interpersonal skills.
• Ability to organize and manage administrative tasks effectively.
• Proficiency in using customer service management platforms.

What Qualifies You For The Role

• Graduate or Diploma holder in any discipline.
• Minimum 2 years of experience in a customer service role, preferably in contact centers.
• Fluency in English and Arabic is mandatory.
• Must possess strong communication, negotiation, planning and organization, customer relations, problem‑solving, decision‑making and interpersonal skills.