Customer Support Center Agent

Job description / Role

Job Type
Full Time

Job Location
Dubai, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency

Not Specified

Job Function
Customer Service

Company Industry
Retail

Overview of the role

The Customer Support Centre Agent plays a critical role in ensuring a seamless customer journey by providing exceptional service for non-face-to-face contacts. The primary goal is to build and retain long-lasting relationships with both new and returning customers, fostering brand trust through positive shopping experiences that support commercial growth. This role requires effective communication and problem-solving skills to deliver a hassle-free, consistent, inspiring, and rewarding customer experience.

What you will do

General

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording.
• Follow up and resolve all customer emails and social media complaints within 24 hours of being received.
• Adhere to department action plans to enhance customer experience consistently.
• Work towards achieving first call resolution by providing solutions to customer inquiries.
• Communicate with customers positively, friendly, and empathetically to ensure consistent engagement.
• Monitor the transport management system, contacting customers as needed for delays or callbacks requested through the drivers tablet.

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Required skills to be successful

• Excellent communication and interpersonal skills
• Proficient use of computer and MS Office
• Strong problem-solving ability
• Customer focus and service orientation

What qualifies you for the role

• High school diploma required
• Minimum of 2 years experience in a similar customer service role
• Proficient user of computer and MS Office software
• Strong organizational skills with a high level of accuracy
• Excellent communication and interpersonal skills
• Problem-solving capabilities
• Good command of English; Arabic language skills preferred

About the Company

Established in the 1930s, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940s and 50s saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.