Customer Care Executive - Rental & Leasing (UAE National)

About the role

Al Futtaim Financial Services is hiring a Customer Care Executive for its Rental & Leasing business. The executive manages client relationships, identifies customer needs and provides suitable solutions, acting as the main point of contact for clients. The role calls for proactive engagement, adherence to service quality standards and effective complaint management.

Key responsibilities

• Ensure SLA compliance across calls, emails and complaints, and track SLA adherence, breaches and average response time.
• Resolve customer complaints within defined timelines, monitoring turnaround time and backlog aging.
• Track CSAT, NPS and customer feedback trends to improve satisfaction.
• Drive first contact resolution and reduce repeat contacts.
• Maintain quality standards through QA scores, audits and error rates.
• Monitor team productivity, cases handled per agent, average handling time and utilization.
• Keep CRM case data accurate and complete.
• Ensure compliance with SOPs, policies and regulatory requirements.

Required profile

• Bachelor's degree in Business or Operations preferred.
• 1-2 years of customer care or contact center experience, ideally in financial services in the UAE or GCC.
• Proven ability to track client interactions and manage multiple client accounts.
• Strong understanding of customer care processes and complaint handling.

Required skills

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