UAE National | Customer Care Executive | Rental & Leasing | Al Futtaim Financial Services

Job Requisition ID: 182340 

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.

• The Customer Service Executive is responsible for managing client relationships, identifying customer requirements, and providing appropriate solutions. As the main point of contact for clients, this role facilitates communication, resolves issues efficiently, and ensures consistent service delivery. Success in this position requires proactive engagement with customers, adherence to service quality standards, and effective complaint management. The role demands a blend of interpersonal skills and operational excellence to uphold company standards and improve customer experiences across all interactions.

General

• Ensure SLA compliance across all customer touchpoints (calls, email, complaints) and measure SLA adherence percentage, number of SLA breaches, and average response time versus SLA.
• Manage and resolve customer complaints within defined timelines, focusing on complaint resolution turnaround time and backlog aging.
• Improve customer satisfaction and overall experience by tracking CSAT score, NPS score, and customer feedback trends.
• Drive first contact resolution and reduce repeat contacts by monitoring first contact resolution percentage and repeat contact rate.
• Maintain quality standards in all customer interactions by assessing QA score percentage, audit results, and error rate.
• Monitor and enhance team productivity and operational efficiency, focusing on cases handled per agent, average handling time, and utilization rate.
• Ensure accuracy and completeness of CRM case data, aiming for high data completeness percentage and low error rate in CRM entries.
• Ensure compliance with SOPs, policies, and regulatory requirements by maintaining a high audit compliance score and minimizing instances of non-compliance findings.

• Excellent interpersonal, facilitation, and presentation skills.
• Ability to manage multiple client accounts and set priorities effectively.
• Proactive problem-solving and conflict resolution skills.
• Understanding of customer care processes and complaint handling.

• Bachelor's degree in Business or Operations is preferred.
• 1-2 years of customer care or contact center experience, ideally within financial services in the UAE or GCC.
• Proven ability to maintain organized tracking systems for client interactions and set priorities to manage multiple client accounts effectively.
• Strong understanding of customer care processes and complaint handling, coupled with proactive problem-solving and conflict resolution skills.

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