Customer Care Agent - Retail Customer Service

Majid Al Futtaim; Riyadh; On-site; SAR 67,000 - 100,000; Full time

Job summary

Majid Al Futtaim Retail is seeking a Customer Care Agent to join its Riyadh head office, handling inquiries, complaints, and feedback across phone, email, live chat, and social media. The role emphasizes professional, timely, and accurate customer service in a fast-paced environment.

The successful candidate will maintain detailed case records, coordinate with internal teams, and uphold service quality targets while delivering a positive customer experience on-site in Saudi Arabia.

Qualifications

• Diploma qualification or equivalent.
• 1-2 years of experience in customer service, contact centre operations, retail, hospitality, or a related field.
• Fluency in Arabic and English is preferred.

Responsibilities

• Handle inbound and outbound customer interactions through approved communication channels.
• Respond professionally to customer inquiries, requests, complaints, and feedback.
• Provide accurate information to address customer questions and concerns.
• Maintain courteous and effective communication during every customer interaction.
• Deliver timely responses in accordance with established procedures.
• Support a positive customer experience through attentive and solution-focused service.
• Maintain a professional approach when handling challenging customer situations.
• Document customer interactions and update records in the customer care system.
• Escalate complex issues to appropriate internal teams when necessary.

Skills

Customer service

Communication

Multichannel support

Documentation

Education

Diploma qualification or equivalent

Job description

Customer Care Agent - Retail Customer Service Job Snapshot - Role: Officer - Customer Care Agent - Location: Riyadh, Saudi Arabia - Industry: Retail - Function: Customer Support-Client Care - Experience: 1-2 years - Job Type: Full Time - Work Arrangement: On-site

Role Overview Majid Al Futtaim Retail is seeking a Customer Care Agent to join its Head Office operations in Riyadh, Saudi Arabia. The role focuses on providing professional, timely, and effective customer support across multiple communication channels. The Customer Care Agent will handle customer inquiries, requests, complaints, and feedback through telephone calls, email, live chat, social media, and customer care systems. The position requires a customer-focused approach to resolving concerns, providing accurate information, and maintaining positive customer relationships. Working closely with internal departments, the successful candidate will manage customer cases, coordinate resolutions, maintain accurate interaction records, and support the achievement of service quality and customer satisfaction targets.

Job Details

• Country: Saudi Arabia
• City: Riyadh
• Industry: Retail
• Function: Customer Support-Client Care
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

Customer Service and Communication

• Handle inbound and outbound customer interactions through approved communication channels.
• Respond professionally to customer inquiries, requests, complaints, and feedback.
• Provide accurate and relevant information to address customer questions and concerns.
• Maintain clear, courteous, and effective communication during every customer interaction.
• Deliver timely responses in accordance with established customer service procedures.
• Support a positive customer experience through attentive and solution-focused service.
• Maintain a professional approach when handling challenging customer situations.

Multichannel Customer Support

• Manage customer interactions through telephone calls, email, live chat, and social media.
• Use approved customer care systems to process inquiries and service requests.
• Maintain consistent service standards across different communication channels.
• Ensure customer information and responses are accurate and appropriately documented.
• Follow established procedures when responding to customer concerns through digital and telephone channels.
• Coordinate follow-up communication when additional information or action is required.

Complaint Handling and Resolution

• Receive and assess customer complaints to understand the nature of each concern.
• Provide appropriate assistance and support the timely resolution of customer issues.
• Process customer complaints and service requests according to established procedures.
• Follow up on unresolved cases to support effective customer care.
• Identify complex or sensitive issues requiring additional attention.
• Escalate cases to the appropriate internal teams when necessary.
• Maintain professional communication with customers throughout the resolution process.
• Support customer satisfaction by ensuring concerns are addressed accurately and efficiently.

Customer Case Management

• Create and maintain accurate customer case records within the Customer Care System.
• Document customer inquiries, complaints, requests, and relevant follow-up actions.
• Process customer service cases and coordinate required actions.
• Support the handling and follow-up of refund requests in accordance with applicable procedures.
• Monitor assigned customer cases and maintain visibility of outstanding issues.
• Update case information as new details or resolutions become available.
• Ensure customer interactions are recorded clearly to support effective case management.

Internal Coordination and Escalation

• Collaborate with internal departments to resolve customer inquiries and complaints.
• Communicate relevant customer concerns to responsible teams.
• Coordinate follow-up activities for cases requiring additional investigation or action.
• Escalate complex, unresolved, or sensitive customer matters through appropriate channels.
• Maintain clear communication with colleagues regarding case progress and resolution requirements.
• Support efficient cooperation between customer care and other business functions.

Service Quality and Performance

• Follow established customer service standards and operating procedures.
• Work toward assigned customer satisfaction and operational performance targets.
• Maintain accuracy, professionalism, and consistency when handling customer interactions.
• Support timely case processing and effective complaint resolution.
• Demonstrate a strong commitment to service quality across all customer communication channels.
• Contribute to a positive and reliable customer care experience.
• Maintain a professional and customer-focused approach during daily operations.

Qualifications and Experience

• Diploma qualification or equivalent.
• 1-2 years of experience in customer service, contact centre operations, retail, hospitality, or a related field.
• Strong customer service orientation and commitment to customer satisfaction.
• Ability to handle difficult customer situations professionally.
• Understanding of customer complaint handling and resolution.
• Ability to communicate effectively through telephone and digital channels.
• Fluency in Arabic and English is preferred.
• Ability to document customer interactions accurately within customer care systems.
• Strong interpersonal and communication skills.
• Ability to coordinate with internal departments and follow up on customer cases.
• Professional approach to managing customer inquiries, requests, and complaints.

Skills and Competencies

Customer Care and Complaint Resolution

• Customer inquiry handling.
• Complaint management and resolution.
• Customer case follow-up.
• Service request processing.
• Customer feedback management.
• Customer issue escalation.
• Customer satisfaction and service quality.

Communication and Customer Care Systems

• Inbound and outbound customer communication.
• Telephone customer support.
• Email and live chat support.
• Social media customer interactions.
• Customer Care System documentation.
• Accurate case recording and information management.
• Professional written and verbal communication.

Professional Competencies

• Customer-focused problem-solving.
• Active listening and interpersonal communication.
• Patience and professionalism in challenging situations.
• Attention to detail and accuracy.
• Time management and task prioritization.
• Teamwork and cross-functional coordination.
• Ability to manage customer concerns effectively.
• Commitment to operational performance and service standards.

What We Offer

What We Offer At Majid Al Futtaim, we aim to create great moments and memorable experiences for our customers. We offer a friendly and collaborative working environment where colleagues share a positive outlook and contribute to the company 's future. Employees are part of a diverse workforce of more than 45,000 colleagues, guided by the Majid Al Futtaim Leadership Model. This position offers the opportunity to contribute to customer care operations within Majid Al Futtaim Retail in Saudi Arabia, supporting customer satisfaction and consistent service delivery.

About Majid Al Futtaim

Majid Al Futtaim is a leading developer and operator of shopping malls, retail businesses, communities, and entertainment destinations across the Middle East, North Africa, and Central Asia. The Group operates in 18 countries, with reported revenues exceeding US$11 billion. Its recognized brands and destinations include Mall of the Emirates, Carrefour, All Saints, LEGO, City Centre, Abercrombie and Fitch, and VOX Cinemas. Majid Al Futtaim Retail supports the Group 's customer-focused operations, with customer care teams playing an important role in handling inquiries, resolving concerns, and maintaining positive customer experiences. Majid Al Futtaim is committed to creating great moments for everyone, every day.