Part Time Customer Support Center Agent

Company Overview

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; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

The Customer Support Centre Agent is responsible for enhancing the customer journey across various channels by building positive relationships with customers and reinforcing brand trust. The role focuses on resolving customer inquiries swiftly and effectively, ensuring high levels of satisfaction and engagement. A successful agent will leverage communication skills to provide empathetic and professional support, while continuously seeking process improvements to support sustainable growth.

What you will do

Ensure all customer cases are accurately logged in the CRM system for proper follow-up and reliable data reporting.

Respond to and resolve all customer emails and social media complaints within 24 hours of receipt.

Adhere to departmental action plans to continuously improve customer experience and ensure a consistent service approach.

Strive to resolve customer queries during the first interaction by identifying needs and offering effective solutions.

Communicate with customers in a professional, friendly, and empathetic manner to ensure a consistent and positive brand experience.

Actively highlight serious customer escalations to leadership and the resolution team, ensuring timely visibility of critical issues.

Share relevant customer feedback to enable prompt corrective actions and drive service improvement.

Participate in assurance (QA) processes taking ownership in quality evaluation.

Contribute to improvement in overall KPIs and Pulse CX scores through consistent quality service delivery.

Required skills to be successful

Exceptional communication skills with ability to engage effectively with customers.

Proficiency in CRM software for managing and documenting customer cases.

Strong problem-solving skills with a focus on first call resolution.

Empathy and patience when dealing with all types of customer interactions.

What qualifies you for the role

Prior experience in customer service, preferably in a retail environment, is required.

Strong communication skills, both written and verbal, with a friendly and professional demeanor.

Ability to work under pressure and multitask, ensuring customer issues are resolved promptly.

Proficiency with CRM systems and social media platforms.

Additional information

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our values of respect, integrity, collaboration, and excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.