Customer Support Centre Agent – Retail (Dubai)

About the role

The Customer Support Centre Agent will champion a consistent and inspiring customer journey across all non‑face‑to‑face channels for Al‑Futtaim’s retail division in Dubai. This role is key to building meaningful relationships with customers and reinforcing brand trust throughout their shopping experience.

Key responsibilities

• Log all customer cases accurately in the CRM system for proper follow‑up and reliable data reporting.
• Respond to and resolve customer emails and social‑media complaints within 24 hours of receipt.
• Follow departmental action plans to continuously improve the customer experience and ensure a consistent service approach.
• Strive to resolve customer queries during the first interaction by identifying needs and offering effective solutions.
• Communicate with customers in a professional, friendly, and empathetic manner.
• Escalate serious customer issues to leadership and the resolution team promptly.
• Share relevant customer feedback to enable corrective actions and drive service improvement.
• Take ownership in quality evaluation and contribute to quality‑assurance initiatives.

Required profile

• Excellent communication and interpersonal skills.
• Proficiency in CRM software and data reporting.
• Ability to handle customer inquiries with professionalism and empathy.
• Strong problem‑solving ability and a proactive attitude.

Required skills