UAE National Customer Care Executive AL Futtaim Finance Financial Services

About Al-Futtaim Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world's most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer.

Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

• The Customer Care Executive is tasked with managing client relationships, understanding and identifying customer needs, and delivering appropriate solutions. As the main point of contact for clients, the role requires excellent communication skills to facilitate interactions, efficiently resolve issues, and ensure consistent and high-quality service delivery. The role also involves optimizing customer satisfaction and improving overall customer experiences while adhering to operational guidelines and performance indicators.
  
  Success in this role is measured by the ability to enhance customer satisfaction scores, reduce complaint resolution times, and ensure compliance with service standards.

• Ensure SLA compliance across all customer touchpoints (calls, email, complaints) and maintain key performance metrics.
• Manage and resolve customer complaints efficiently within defined timelines to maintain service quality.
• Improve customer satisfaction and overall experience as measured by CSAT and NPS scores.
• Drive first contact resolution to reduce repeat customer contacts thus enhancing service efficiency.
• Maintain high-quality standards in all customer interactions to ensure consistent customer service delivery.
• Monitor and enhance team productivity and operational efficiency through KPI analysis.
• Ensure accuracy and completeness of CRM/case data to maintain reliable records.
• Ensure compliance with SOPs, policies, and regulatory requirements to minimize operational risks.

• Excellent interpersonal, facilitation, and presentation skills.
• Proactive problem-solving and conflict resolution capabilities.
• Ability to set priorities and manage multiple client accounts.
• Understanding of customer care processes and effective complaint handling.

• Bachelors degree in Business, Operations, or a related field.
• 1-2 years of experience in customer care or contact centers, preferably within financial services in the UAE or GCC.
• Proficiency in customer care processes and complaint handling methodologies.
• Ability to manage organized tracking systems and prioritize multiple client accounts effectively.

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