Majid Al Futtaim
Position Overview & Role Purpose:
Are you an empathetic, clear-communicating, and solution-oriented customer service professional looking to build your career with a leading lifestyle conglomerate? Majid Al Futtaim is seeking a dedicated Customer Care Representative to join its centralized customer experience team in Dubai, United Arab Emirates.
In this crucial front-line support role, the Customer Care Representative is responsible for handling multi-channel customer inquiries, resolving service complaints, providing accurate information regarding store locations and promotions, and maintaining high customer satisfaction ratings. Working across phone, email, live chat, and social channels, you will serve as the voice of Majid Al Futtaim, delivering exceptional, seamless experiences across its shopping malls, retail brands, and leisure destinations.
About Majid Al Futtaim:
Founded in 1992, Majid Al Futtaim is the premier shopping mall, communities, retail, and leisure pioneer across the Middle East, Africa, and Asia. Operating iconic destinations such as Mall of the Emirates, City Centre Malls, VOX Cinemas, and Carrefour hypermarkets, Majid Al Futtaim creates great moments for everyone, every day. The company provides a supportive, fast-paced international work culture with extensive career progression pathways for dedicated customer experience professionals.
Key Responsibilities & Customer Service Operations:
1. Multi-Channel Customer Support & Inquiry Resolution:
– Answer incoming customer phone calls, emails, web chats, and social media inquiries in a timely, professional, and friendly manner.
– Provide accurate information regarding shopping mall hours, store directories, movie schedules, loyalty program points (SHARE), and promotional offers.
– Handle customer complaints, product return inquiries, or service feedback empathetically, taking full ownership to resolve issues or escalate to relevant department managers.
– Log all customer interactions, complaints, and service requests accurately into the Customer Relationship Management (CRM) system.
2. Service Quality, Compliance & Cross-Functional Collaboration:
– Maintain high First Contact Resolution (FCR) rates while adhering to key performance indicators (KPIs) for call handling time and response quality.
– Coordinate with mall management, retail operations, and technical support teams to resolve complex customer issues promptly.
– Assist in processing loyalty rewards adjustments, digital gift card queries, and account verification requests.
– Adhere strictly to company service protocols, escalation matrices, and data privacy regulations regarding customer information.
3. continuous Learning & Service Enhancement:
– Stay up-to-date with company news, seasonal retail campaigns, brand launches, and store events to ensure accurate information delivery.
– Participate in regular customer experience training, quality assurance call reviews, and performance coaching sessions.
– Provide constructive feedback to customer care supervisors regarding recurring customer complaints or operational bottlenecks.
Qualifications, Required Experience & Core Competencies:
– Academic Credentials & Languages:
* High School Diploma or Bachelor’s Degree in Business Administration, Communications, Hospitality, or a related field.
* Professional fluency in written and spoken English is required; fluency in Arabic is highly preferred.
– Required Experience & Technical Competencies:
* Minimum 1 to 3 years of experience in a customer service, call center, contact center, or front-desk hospitality environment.
* Hands-on experience using Customer Relationship Management (CRM) tools (e.g., Salesforce, Zendesk), telephony systems, and ticketing applications.
* Strong keyboarding speed and proficiency with Microsoft Office Suite.
– Soft Skills & Personal Attributes:
* Active listening, conflict resolution, emotional intelligence, and calm composure under pressure.
* Flexibility to work rotational shifts, weekends, and public holidays as required by 24/7 or extended call center operations.
Compensation & Benefits Package:
– Competitive basic salary package tailored to experience in Dubai, UAE.
– Comprehensive health and medical insurance coverage.
– Annual home leave flight ticket allowance.
– End-of-service gratuity as per UAE Labor Law.
– Exclusive employee discounts across Majid Al Futtaim shopping malls, VOX Cinemas, and lifestyle brands.
– Continuous training, career advancement programs, and skill development opportunities.
To apply for this job please visit careers.majidalfuttaim.com.