Job Requisition
Established in the 1930s as a trading business, Al‑Futtaim Group today is one of the most diversified and progressive privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions – automotive, financial services, real estate, retail and healthcare – it employs more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa.
Al‑Futtaim partners with over 200 of the world’s most admired and innovative brands, continually growing and expanding to meet the changing needs of its customers and societies.
By upholding values of respect, excellence, collaboration and integrity, Al‑Futtaim enriches the lives and aspirations of its customers each day.
Job OverviewThe Customer Support Centre Agent role ensures a seamless and rewarding customer journey through all non‑face‑to‑face interactions. The agent will build trust with customers, enhance brand loyalty and contribute to commercial growth by quickly resolving inquiries, communicating effectively and adhering to processes.
What You Will Do Performance Management- Ensure all cases are accurately raised in CRM for follow‑up and data recording.
- Respond to customer emails and social media inquiries within 24 hours.
- Aim for first‑call resolution by offering solutions to customers.
- Monitor the transport management system and contact customers regarding delays or callbacks.
- Communicate positively and empathically with customers to ensure a pleasant experience.
- Arrange schedules and workloads to ensure optimal service levels are maintained.
- Follow all health and safety guidelines and SOPs.
- Report any risks or hazards to senior management immediately.
- Adhere to department guidelines to ensure optimal efficiency of the support centre.
- Follow department business plans and action plans as agreed by the management team.
- Effective communication skills to handle diverse customer interactions.
- Strong analytical thinking skills for problem‑solving and process improvement.
- Interpersonal skills for collaboration and teamwork.
- Time management skills to handle workload efficiently.
- High school diploma, with fluency in Arabic and English.
- Experience in a similar role with call centre and CRM systems like Genesys.
- Retail background is preferred.
- Proficient in Excel and computer literacy.
About Al‑Futtaim Group Real Estate
The real estate development and operations arm of Al‑Futtaim, Al‑Futtaim Group Real Estate is responsible for a multi‑billion‑dollar portfolio across MENA, including residential, business, retail, tourism, educational and healthcare developments. It manages the entire lifecycle of mega projects, from origination and development to sales, procurement and construction, as well as post‑completion leasing, operation and management.
About Al‑Futtaim Malls
Al‑Futtaim Malls specializes in building retail‑led super regional malls in prime locations across MENA and beyond, delivering exceptional shopping environments. It manages over 9 million sqft of retail space in four malls and two in development, offering services such as asset management, leasing and brand experience expertise.
About Al‑Futtaim Engineering & Technologies
Al‑Futtaim Engineering & Technologies provides engineering and systems integration solutions across the UAE, Qatar, Saudi Arabia and Egypt, covering air conditioning, scaffolding, elevators, control and life safety, MEP, energy management, technology infrastructure and digital transformation. The technologies division offers business solutions, contact centre solutions, business applications, business intelligence, data management and advanced analytics.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).