Customer Service Representative - Commercial Vehicles | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 179631 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the Role

FAMCO is looking for a customer-focused and proactive Customer Service Representative to deliver an outstanding customer experience across every interaction. In this role, you will be the first point of contact for customers, providing timely support, resolving inquiries, and ensuring every customer receives professional and efficient service.

You will work closely with Sales, Aftersales, Parts, Operations, and Finance teams to resolve customer concerns, manage service requests, and strengthen long-term customer relationships. This is an excellent opportunity for someone who enjoys helping people, thrives in a fast-paced environment, and is passionate about delivering exceptional customer service.

What You Will Do

Customer Support

• Respond to customer inquiries through telephone, email, WhatsApp, and walk-in interactions.
• Provide accurate information regarding products, services, pricing, and company policies.
• Resolve customer concerns professionally while delivering a positive customer experience.
• Ensure customers receive timely updates throughout their service journey.

Complaint Resolution

• Receive, document, and investigate customer complaints.
• Coordinate with internal departments to ensure prompt resolution of customer issues.
• Follow up with customers to confirm satisfaction and successful issue resolution.
• Escalate complex concerns when required while maintaining ownership of the customer experience.

Customer Relationship Management

• Build strong, lasting relationships with customers through professional communication.
• Support customer retention by delivering consistently high service standards.
• Identify opportunities to improve the overall customer experience.
• Promote a customer-first culture in every interaction.

Data Management and Reporting

• Maintain accurate customer records within Customer Relationship Management and Enterprise Resource Planning systems.
• Prepare customer service reports and highlight recurring customer concerns.
• Ensure data accuracy, confidentiality, and compliance with company standards.

Coordination and Operational Support

• Work closely with Sales, Aftersales, Parts, Operations, and Finance teams to coordinate customer requests.
• Monitor service progress and ensure commitments are delivered within agreed timelines.
• Support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Required Skills to Be Successful

• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Excellent problem-solving and conflict-resolution skills.
• Strong organizational and multitasking capabilities.
• Ability to remain calm and professional in a fast-paced environment.
• Proficiency in Microsoft Office and Customer Relationship Management systems.
• Strong attention to detail and commitment to delivering exceptional customer experiences.

About the Team

You will be joining FAMCO's Customer Experience team, working alongside Sales, Aftersales, Parts, Operations, and Finance to ensure customers receive a seamless and professional experience throughout their journey. The team is committed to building long-term customer relationships through service excellence, collaboration, and continuous improvement.

What Equips You for the Role

• Diploma or Bachelor's degree in Business Administration, Customer Service, Marketing, or a related discipline.
• Minimum of 2 to 4 years of experience in customer service or customer support roles.
• Experience within the automotive, commercial vehicle, retail, or service industry is preferred.
• Experience using Customer Relationship Management or Enterprise Resource Planning systems.
• Strong customer service mindset with excellent interpersonal skills.
• Fluency in English. Arabic language skills are considered an advantage.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.