Customer Support Centre Agent – Retail

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 Retail. You will build meaningful relationships, resolve inquiries quickly, and help reinforce brand trust throughout the shopping experience.

Key responsibilities

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

Required profile

• Excellent communication and interpersonal abilities.
• Professional and empathetic handling of customer inquiries.
• Strong problem‑solving mindset and proactive attitude.

Required skills

• Proficiency with CRM software.
• Ability to generate and interpret data reports.