Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates.

Customer Experience Associate - Contact Center Support

Job Overview
Al-Futtaim Group is looking for a proactive and customer-focused Customer Experience Associate to join our Contact Center Support team in Dubai, UAE. This role ensures a consistent, high-quality experience across all non-face-to-face customer interactions, helping build long-term trust and satisfaction with the brand.

Job Location: Dubai, UAE
Industry: Retail
Function: Customer Service
Salary: 4500-6000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: UAE preferred
Job Type: Full Time

Job Overview
As a Customer Experience Associate, you will be responsible for managing customer queries and complaints via email, phone, and social media, ensuring timely follow-up and resolution. This role plays a key part in enhancing the overall customer journey, supporting operational efficiency, and ensuring alignment with Al-Futtaim’s brand values.

Key Responsibilities

* Handle customer queries and complaints through CRM with accurate logging and follow-up
* Resolve all email and social media issues within 24 hours
* Monitor transport management system and proactively communicate delivery delays
* Ensure consistent call quality and strive for first-call resolution
* Follow health, safety, and department SOPs to maintain a secure work environment
* Adhere to departmental schedules to ensure service level targets are met
* Support cost control by following optimized contact center processes

Job Requirements

* Proven experience in customer service or call center role
* Familiarity with CRM systems and platforms such as Genesys
* Proficiency in Excel and general computer literacy
* Strong communication, problem-solving, and interpersonal skills
* Ability to manage time effectively in a fast-paced environment
* Previous retail industry experience is a plus

What We Offer

* Market-competitive salary with additional employee benefits
* Structured development plans and opportunities for internal growth
* Work in a collaborative and multicultural environment
* Exposure to one of the UAE’s most established and respected private business groups

About the Company
Al-Futtaim Group is a leading diversified business based in the UAE, operating across automotive, retail, real estate, healthcare, and financial services. With over 35,000 employees and partnerships with 200+ global brands, Al-Futtaim is committed to delivering excellence and innovation through customer-centric services and sustainable growth strategies.

Job Title Customer Experience Associate - Contact Center Support Job Description Customer Experience Associate - Contact Center Support Job Overview Al-Futtaim Group is looking for a proactive and customer-focused Customer Experience Associate to join our Contact Center Support team in Dubai, UAE. This role ensures a consistent, high-quality experience across all non-face-to-face customer interactions, helping build long-term trust and satisfaction with the brand. Job Location: Dubai, UAE Industry: Retail Function: Customer Service Salary: 4500-6000 monthly (Market estimated) Gender: Any Candidate Nationality: Any Candidate Current Location: UAE preferred Job Type: Full Time Job Overview As a Customer Experience Associate, you will be responsible for managing customer queries and complaints via email, phone, and social media, ensuring timely follow-up and resolution. This role plays a key part in enhancing the overall customer journey, supporting operational efficiency, and ensuring alignment with Al-Futtaim’s brand values. Key Responsibilities * Handle customer queries and complaints through CRM with accurate logging and follow-up * Resolve all email and social media issues within 24 hours * Monitor transport management system and proactively communicate delivery delays * Ensure consistent call quality and strive for first-call resolution * Follow health, safety, and department SOPs to maintain a secure work environment * Adhere to departmental schedules to ensure service level targets are met * Support cost control by following optimized contact center processes Job Requirements * Proven experience in customer service or call center role * Familiarity with CRM systems and platforms such as Genesys * Proficiency in Excel and general computer literacy * Strong communication, problem-solving, and interpersonal skills * Ability to manage time effectively in a fast-paced environment * Previous retail industry experience is a plus What We Offer * Market-competitive salary with additional employee benefits * Structured development plans and opportunities for internal growth * Work in a collaborative and multicultural environment * Exposure to one of the UAE’s most established and respected private business groups About the Company Al-Futtaim Group is a leading diversified business based in the UAE, operating across automotive, retail, real estate, healthcare, and financial services. With over 35,000 employees and partnerships with 200+ global brands, Al-Futtaim is committed to delivering excellence and innovation through customer-centric services and sustainable growth strategies. Post Details

Job Start Date Salary from 4500.00 Salary to 6000.00 Number of Vacancies 1 Location Job Location -> UAE Dubai Location City Dubai

Desired Candidate's Profile Gender No Preference Nationality Candidate Current Location Job Classification Job Type Job Type -> Full-time Industry Type Job Industry -> Human Resources Job Function Job Functions -> Customer Servic Employers Details Company AlFuttaim Contact Person Al Futtaim Designation HR Manager Telephone +201000680746 Email asmaa.elattaralfuttaim.ae