Customer Care Executive – Financial Services

About the role

The Customer Care Executive will manage client relationships for Al Futtaim Finance, ensuring customers receive timely and high‑quality support. You will act as the primary point of contact, resolve issues efficiently, and help improve overall customer satisfaction.

Key responsibilities

• Ensure SLA compliance across calls, email and complaints while maintaining key performance metrics.
• Manage and resolve customer complaints within defined timelines to uphold service quality.
• Improve CSAT and NPS scores by enhancing the overall customer experience.
• Drive first‑contact resolution to reduce repeat contacts and increase efficiency.
• Maintain accurate CRM/case data and ensure compliance with SOPs, policies and regulatory requirements.

Required profile

• Bachelor's degree in Business, Operations or a related field.
• 1‑2 years experience in customer care or contact centres, preferably in financial services within the UAE or GCC.
• Proficiency in customer care processes and complaint‑handling methodologies.
• Ability to manage organized tracking systems and prioritize multiple client accounts.

Required skills

• Excellent interpersonal, facilitation and presentation skills.
• Proactive problem‑solving and conflict‑resolution capabilities.
• Strong prioritisation and multi‑tasking abilities.