AF25294 - Contact Center Executive x5 | eCommerce Contact Center | Retail | Dubai

Department: E-Commerce
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 12-Jan-2017

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates.

Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe.

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support.

Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.


The foundation of Al-Futtaim’s retail network was established in the early 1990s with the launch of the internationally renowned and popular IKEA, Marks & Spencer, Toys R Us and ACE franchises in the UAE.

Representing some of the world’s most popular international brands, Al-Futtaim’s retail network extends throughout the UAE, GCC and North Africa and has a significant presence in Singapore and Malaysia following the acquisition of The Robinson Group in 2008.

In 2012, Al-Futtaim acquired a shareholding in Royal Sporting House, which is active in distribution, direct retail stores and shop-in-shops. The Singapore-based fashion, sports and lifestyle retail giant has 600 stores and many additional points of sale are spread around the world with over 399 in South East Asia, over 74 in the Middle East and over 126 in the South Pacific region.

  • 837 stores in 18 countries
  • Occupies 5.6 million sq. ft. of retail space
  • 13,000 employees
  • Serves 30 million customers each year
About The Role:

We are currently looking for a Call Centre Operator to work for our new eCommerce Call Center in Dubai. 

You will conduct inbound and outbound calls answering or replying to customer queries on products, delivery and customer service.  

You will be responsible for the following duties:

  • Attend to customer enquiries regarding products, services, promotions, opening hours and locations. In case of technical enquiries, this needs to be referred in a timely manner to team supervisor.
  • Courteously receiving customer concerns, and collecting relevant information in order to escalate to team supervisor
  • Convey a professional image of Al Futtaim by following set scripts and telephone etiquette standards.
  • To show flexibility and abide by assigned shift schedules, in order to maintain availability levels in the call centre, and ensure timely response to customers, and welcome them with enthusiasm and courtesy.
  • Awareness of service rules and warranty conditions. As well as being updated with recent promotions in order to pass on accurate information.
  • Job holder should be able to communicate accurate information and cross sell existing service promotions, and contribute to customers retention initiatives.


About You:

The ideal candidate will have the following:

Minimum Qualifications and Knowledge:

  • High School education
  • SAP and CRM knowledge is an advantage

Minimum Experience:

  • Minimum 2 years work experience
  • Experience in an customer service or call center role is preferred.

Job-Specific Skills:

  • Time management
  • Work to deadlines
  • Can work on own initiative
  • Good communication skills
  • Arabic speaking advantage but not essential

Behavioural Competencies :

  • A team player
  • Excellent Interpersonal Skills
  • Cultural awareness

Able to build strong relationships

Note: you will be required to attach the following: 1. Resume/CV
Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.