Job Description

Customer Experience Specialist - Retail Contact Center - Dubai, UAE
Position Overview
The Customer Experience Specialist - Retail Contact Center in Dubai will ensure every customer interaction is handled with professionalism, empathy, and efficiency. This role focuses on delivering outstanding non-face-to-face customer service via email, social media, and phone while supporting Al-Futtaim's growth and retail operations.
Location: United Arab Emirates
Location: Dubai
Industry: Retail
Function: Customer Service
Salary: 9000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
What You'll Do

• Accurately record customer cases in the CRM system for follow-up and tracking
• Respond to customer emails and social media complaints within 24 hours, providing timely resolutions
• Follow action plans and departmental processes to improve customer experience metrics
• Strive for first call resolution with effective solutions and professional communication
• Handle customers with positivity, empathy, and brand consistency to maintain trust
• Monitor transport management system and proactively notify customers about delays or callbacks
• Coordinate schedules to maintain service coverage and meet performance targets
• Adhere to health, safety, and SOP guidelines within the contact center environment
• Immediately report hazards, risks, or unusual activities to management
• Contribute to business and department plans to achieve organizational goals

Ideal Profile

• Prior call center experience, preferably using Genesys or CRM platforms
• Retail sector background is advantageous
• Skilled in Excel and confident with computer systems
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills

Why Join Us
Al-Futtaim Retail is a market leader in the Middle East, Africa, and Asia with partnerships that include globally recognized names such as IKEA, ACE, Toys R Us, Zara, Mango, and Marks and Spencer. With over 30 years of retail leadership and more than 100 nationalities across 12 countries, we offer a dynamic, diverse, and inclusive workplace. Join a team that is agile, innovative, and committed to shaping the future of retail.
About the Company
Established in the 1930s and headquartered in Dubai, Al-Futtaim Group has grown into one of the region's most diversified and respected conglomerates. Operating across automotive, financial services, real estate, retail, and healthcare, the group employs over 35,000 people in more than 20 countries. Al-Futtaim's strong partnerships with leading global brands and commitment to excellence continue to drive sustainable growth and exceptional customer experiences across its markets.
Job Title Customer Experience Specialist - Retail Contact Center - Dubai, UAE
Customer Experience Specialist - Retail Contact Center - Dubai, UAE
Position Overview
The Customer Experience Specialist - Retail Contact Center in Dubai will ensure every customer interaction is handled with professionalism, empathy, and efficiency. This role focuses on delivering outstanding non-face-to-face customer service via email, social media, and phone while supporting Al-Futtaim's growth and retail operations.
Location: United Arab Emirates
Location: Dubai
Industry: Retail
Function: Customer Service
Salary: 9000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
What You'll Do

• Accurately record customer cases in the CRM system for follow-up and tracking
• Respond to customer emails and social media complaints within 24 hours, providing timely resolutions
• Follow action plans and departmental processes to improve customer experience metrics
• Strive for first call resolution with effective solutions and professional communication
• Handle customers with positivity, empathy, and brand consistency to maintain trust
• Monitor transport management system and proactively notify customers about delays or callbacks
• Coordinate schedules to maintain service coverage and meet performance targets
• Adhere to health, safety, and SOP guidelines within the contact center environment
• Immediately report hazards, risks, or unusual activities to management
• Contribute to business and department plans to achieve organizational goals

Ideal Profile

• Prior call center experience, preferably using Genesys or CRM platforms
• Retail sector background is advantageous
• Skilled in Excel and confident with computer systems
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills

Why Join Us
Al-Futtaim Retail is a market leader in the Middle East, Africa, and Asia with partnerships that include globally recognized names such as IKEA, ACE, Toys R Us, Zara, Mango, and Marks and Spencer. With over 30 years of retail leadership and more than 100 nationalities across 12 countries, we offer a dynamic, diverse, and inclusive workplace. Join a team that is agile, innovative, and committed to shaping the future of retail.
About the Company
Established in the 1930s and headquartered in Dubai, Al-Futtaim Group has grown into one of the region's most diversified and respected conglomerates. Operating across automotive, financial services, real estate, retail, and healthcare, the group employs over 35,000 people in more than 20 countries. Al-Futtaim's strong partnerships with leading global brands and commitment to excellence continue to drive sustainable growth and exceptional customer experiences across its markets.
Post Details
Job Start Date
Salary from 9000.00
Salary to 12000.00
Number of Vacancies 1
Location -
Location City Dubai
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

Skills Required