Customer Care Executive - Rental & Leasing

About the role

Al Futtaim Financial Services is hiring a Customer Care Executive (UAE National) in Dubai for its rental and 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.
• Manage and resolve customer complaints within defined timelines, focusing on turnaround time and backlog aging.
• Improve customer satisfaction by tracking CSAT, NPS and customer feedback trends.
• Drive first contact resolution and reduce repeat contacts through monitoring of first contact resolution and repeat contact rates.
• Maintain quality standards by assessing QA scores, audit results and error rates.
• Monitor team productivity and operational efficiency, including cases handled per agent, average handling time and utilization rate.
• Keep CRM case data accurate and complete, and 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 maintain organized tracking systems for 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 client accounts and set priorities.
• Proactive problem-solving and conflict resolution.