Customer Support Executive (UAE National)

About the role

We are looking for a Customer Support Executive (UAE National) to join Al-Futtaim in Dubai. The role combines technical and commercial responsibilities, ensuring prompt service for printer and multifunction device (MFP) customers while maintaining high service-level standards.

Key responsibilities

• Log and allocate service and supply delivery requests, optimizing technician routing and productivity.
• Monitor and meet SLA targets, ensuring call abandonment rates and response times (2‑4 hours) are within limits.
• Plan preventive-maintenance schedules based on AMC terms and device usage.
• Provide first-line support via phone or email, troubleshooting print, scan, fax and other device issues.
• Prepare estimates and quotes, follow up approvals, and manage spare-part requests.
• Update the full job cycle in SAP, including notifications, service orders, invoicing and MIS reporting.
• Coordinate with stores, drivers and field teams to ensure timely deliveries and installations.
• Maintain accurate documentation and customer relationship records.

Required profile

• UAE national with strong customer-service orientation.
• Ability to work under pressure, meet targets and handle multiple requests simultaneously.
• Excellent communication skills, both verbal and written.
• Proactive attitude with a focus on continuous improvement.

Required skills

• SAP (service order and invoicing module).
• Knowledge of printer/MFP technical specifications and troubleshooting.
• Experience in scheduling preventive maintenance and managing spare-part inventories.