Customer Relations Executive I Real Estate I Asset Management

Job Requisition ID: 182849 

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview of the role:

To deliver a seamless customer experience within the community by managing customer inquiries, complaints, and requests, conducting daily site inspections, and coordinating with internal stakeholders to ensure high service standards, customer satisfaction, and community compliance.

What you will do:

• Conduct daily site inspections and report findings with recommended corrective actions.
• Conduct on-site inspections, including evening or night shifts when required, and follow up on corrective actions.
• Monitor community facilities and common areas to ensure compliance with service standards.
• Handle customer inquiries, complaints, requests, and feedback professionally.
• Coordinate with internal departments and contractors to resolve customer issues.
• Track and follow up customer cases until closure.
• Maintain accurate customer records in CRM systems.
• Use CRM/ticketing systems to log, track and close customer requests, monitoring response times, service-level agreements and complaint resolution.
• Prepare customer experience and site inspection reports.
• Support community engagement activities and events.
• Escalate critical issues and potential risks to management.
• Monitor customer feedback trends and identify improvement opportunities.

Required Skills to be successful:

• 2–5 years of experience in community relations, residential community operations or customer service.
• Experience handling customer complaints and service requests.
• Site inspection and reporting skills.
• Customer centricity, communication, accountability, teamwork, collaboration, and attention to detail.
• Professional, articulate and customer-facing, with flexibility to support community events and resident needs.

What equips you for the role:

• Bachelor’s degree in Business Administration, Marketing, or a related field.

About Al-Futtaim Real Estate

With a legacy of more than six decades in real estate and asset management, Al-Futtaim Real Estate – part of Al-Futtaim – creates real impact on the communities it serves through long-term investment and growth. As one of the region’s leading private developers, the company plans, creates and manages developments across the MENA region.  

Al-Futtaim Real Estate has a diversified, multi-billion-dollar portfolio across the real estate value chain and asset types such as residential, commercial, malls and industries including hospitality, healthcare, infrastructure and education. Flagship mixed-use urban communities include Dubai Festival City and Cairo Festival City.  

Al-Futtaim Real Estate is also responsible for Al-Futtaim Contracting, a fully integrated, end-to-end specialist division operating across the UAE, Saudi Arabia, Qatar and Egypt. The business has delivered industry-leading construction, engineering, technology and FM solutions for more than 50 years.