Job Description

Customer Service Executive - Financial Services and Leasing - Al-Futtaim Group - Dubai, UAE
Position Overview
Customer Service Executive role at Al-Futtaim Group in Dubai focuses on delivering exceptional, compliant, and efficient customer support across financial services, rental, and leasing operations. The position handles customer interactions across phone, email, and walk-in channels, ensuring end-to-end case ownership, timely resolution, and high customer satisfaction in line with defined service KPIs.
Job Details
Country: UAE
City: Dubai
Industry: Financial Services
Function: Customer Support-Client Care
Salary: 8000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities

• Handle inbound customer calls and emails via the contact centre platform, responding within agreed SLAs and accurately logging all interactions in CRM systems
• Deliver first contact resolution by identifying issues, coordinating with internal teams such as maintenance, logistics, collections, and accounts, and keeping customers informed until closure
• Manage contract-related administration including renewals, expiries, fines, damage estimates, off-hire processes, replacements, and lock notices in enterprise systems such as CarPro and Accipiens
• Welcome and assist walk-in customers at head office or branches, verify customer identity, assess requests, and provide timely resolution or escalation
• Follow customer care SOPs for requests, outbound communication, and complaint handling, ensuring acknowledgements, investigations, documentation, and formal resolution within timelines
• Ensure compliance with data privacy, KYC, and AML requirements where applicable
• Consistently meet performance metrics including CSAT, FCR, AHT, and SLA targets

Ideal Profile

• Diploma or Bachelor's degree preferred
• One to three years of experience in contact centre or frontline customer service roles
• Exposure to car rental, leasing, or financial services environments is an advantage
• Strong customer service orientation with a professional and calm approach

Skills Set

• Excellent verbal and written communication skills
• Strong problem-solving and case ownership capability
• Ability to deliver high-quality customer experiences under pressure
• Familiarity with CRM systems and enterprise service platforms
• Attention to detail in contract administration and documentation

Why Join Us

• Opportunity to work within a large, diversified financial services environment
• Customer-focused role with clear performance metrics and growth potential
• Structured processes and strong team support
• Competitive compensation and long-term career opportunities within Al-Futtaim Group

About the Company
Al-Futtaim Group is one of the Middle East's most established and diversified privately held organizations, headquartered in Dubai. Operating across automotive, financial services, real estate, retail, and healthcare, the Group employs more than 35000 people across over 20 countries. With a strong focus on customer experience, compliance, and operational excellence, Al-Futtaim continues to deliver trusted services and long-term value across its financial services and mobility businesses.
Job Title Customer Service Executive - Financial Services and Leasing - Al-Futtaim Group - Dubai, UAE
Customer Service Executive - Financial Services and Leasing - Al-Futtaim Group - Dubai, UAE
Position Overview
Customer Service Executive role at Al-Futtaim Group in Dubai focuses on delivering exceptional, compliant, and efficient customer support across financial services, rental, and leasing operations. The position handles customer interactions across phone, email, and walk-in channels, ensuring end-to-end case ownership, timely resolution, and high customer satisfaction in line with defined service KPIs.
Job Details
Country: UAE
City: Dubai
Industry: Financial Services
Function: Customer Support-Client Care
Salary: 8000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities

• Handle inbound customer calls and emails via the contact centre platform, responding within agreed SLAs and accurately logging all interactions in CRM systems
• Deliver first contact resolution by identifying issues, coordinating with internal teams such as maintenance, logistics, collections, and accounts, and keeping customers informed until closure
• Manage contract-related administration including renewals, expiries, fines, damage estimates, off-hire processes, replacements, and lock notices in enterprise systems such as CarPro and Accipiens
• Welcome and assist walk-in customers at head office or branches, verify customer identity, assess requests, and provide timely resolution or escalation
• Follow customer care SOPs for requests, outbound communication, and complaint handling, ensuring acknowledgements, investigations, documentation, and formal resolution within timelines
• Ensure compliance with data privacy, KYC, and AML requirements where applicable
• Consistently meet performance metrics including CSAT, FCR, AHT, and SLA targets

Ideal Profile

• Diploma or Bachelor's degree preferred
• One to three years of experience in contact centre or frontline customer service roles
• Exposure to car rental, leasing, or financial services environments is an advantage
• Strong customer service orientation with a professional and calm approach

Skills Set

• Excellent verbal and written communication skills
• Strong problem-solving and case ownership capability
• Ability to deliver high-quality customer experiences under pressure
• Familiarity with CRM systems and enterprise service platforms
• Attention to detail in contract administration and documentation

Why Join Us

• Opportunity to work within a large, diversified financial services environment
• Customer-focused role with clear performance metrics and growth potential
• Structured processes and strong team support
• Competitive compensation and long-term career opportunities within Al-Futtaim Group

About the Company
Al-Futtaim Group is one of the Middle East's most established and diversified privately held organizations, headquartered in Dubai. Operating across automotive, financial services, real estate, retail, and healthcare, the Group employs more than 35000 people across over 20 countries. With a strong focus on customer experience, compliance, and operational excellence, Al-Futtaim continues to deliver trusted services and long-term value across its financial services and mobility businesses.
Post Details
Job Start Date
Salary from 8000.00
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