Job Description

Customer Service Officer - Al-Futtaim Group - Dubai, UAE
Position Overview
The Customer Service Officer plays a key role in delivering high-quality, compliant, and efficient customer support across financial services, rental, and leasing operations. This role focuses on resolving customer queries and complaints across phone, email, and walk-in channels, ensuring end-to-end case ownership while meeting service quality KPIs such as CSAT, FCR, AHT, and SLA. The position is customer-facing and operationally critical, supporting contract administration and service excellence across Al-Futtaim Group operations in Dubai.
Job Details
Country: UAE
City: Dubai
Industry: Financial Services
Function: Customer Support-Client Care
Salary: 5000-7000 AED per month (market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
Handle inbound customer calls and emails through the contact centre platform and ensure all interactions are logged accurately in CRM systems within agreed service levels.
Deliver first contact resolution by identifying customer issues, coordinating with internal teams, and proactively updating customers until cases are fully resolved.
Perform contract-related administrative tasks including renewals, expiries, fines, lock notices, damage estimates, off-hire processing, and replacement coordination.
Meet and greet walk-in customers at head office or branch locations, verify identity, assess requests, and resolve or escalate cases as required.
Ensure full compliance with customer care SOPs, complaint handling guidelines, data privacy, KYC, and AML requirements where applicable.
Maintain clear documentation, accurate system updates, and professional communication throughout the customer journey.
Ideal Profile
Diploma or Bachelor's degree preferred.
1 to 3 years of experience in a contact centre or frontline customer service role.
Previous exposure to car rental, leasing, or financial services environments is an advantage.
Ability to manage multiple cases simultaneously while meeting strict service timelines.
Skills Set
Strong verbal and written communication skills.
Customer-focused mindset with a commitment to service excellence.
Good working knowledge of CRM systems and customer service platforms.
Ability to work efficiently under pressure while maintaining attention to detail.
Team-oriented approach with strong problem-solving skills.
Why Join Us
Be part of Al-Futtaim Group, one of the region's most respected and diversified organizations.
Work in a customer-focused environment where service quality and professionalism are valued.
Gain exposure to financial services and leasing operations within a structured corporate setup.
Build long-term career growth within a stable and progressive group operating across multiple sectors.
About the Company
Al-Futtaim Group is a leading regional business headquartered in Dubai, operating across automotive, financial services, real estate, retail, and healthcare. With more than 35,000 employees across over 20 countries, the group continues to grow through innovation, strong partnerships, and a relentless focus on customer experience.
Job Title Customer Service Officer - Al-Futtaim Group - Dubai, UAE
Customer Service Officer - Al-Futtaim Group - Dubai, UAE
Position Overview
The Customer Service Officer plays a key role in delivering high-quality, compliant, and efficient customer support across financial services, rental, and leasing operations. This role focuses on resolving customer queries and complaints across phone, email, and walk-in channels, ensuring end-to-end case ownership while meeting service quality KPIs such as CSAT, FCR, AHT, and SLA. The position is customer-facing and operationally critical, supporting contract administration and service excellence across Al-Futtaim Group operations in Dubai.
Job Details
Country: UAE
City: Dubai
Industry: Financial Services
Function: Customer Support-Client Care
Salary: 5000-7000 AED per month (market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
Handle inbound customer calls and emails through the contact centre platform and ensure all interactions are logged accurately in CRM systems within agreed service levels.
Deliver first contact resolution by identifying customer issues, coordinating with internal teams, and proactively updating customers until cases are fully resolved.
Perform contract-related administrative tasks including renewals, expiries, fines, lock notices, damage estimates, off-hire processing, and replacement coordination.
Meet and greet walk-in customers at head office or branch locations, verify identity, assess requests, and resolve or escalate cases as required.
Ensure full compliance with customer care SOPs, complaint handling guidelines, data privacy, KYC, and AML requirements where applicable.
Maintain clear documentation, accurate system updates, and professional communication throughout the customer journey.
Ideal Profile
Diploma or Bachelor's degree preferred.
1 to 3 years of experience in a contact centre or frontline customer service role.
Previous exposure to car rental, leasing, or financial services environments is an advantage.
Ability to manage multiple cases simultaneously while meeting strict service timelines.
Skills Set
Strong verbal and written communication skills.
Customer-focused mindset with a commitment to service excellence.
Good working knowledge of CRM systems and customer service platforms.
Ability to work efficiently under pressure while maintaining attention to detail.
Team-oriented approach with strong problem-solving skills.
Why Join Us
Be part of Al-Futtaim Group, one of the region's most respected and diversified organizations.
Work in a customer-focused environment where service quality and professionalism are valued.
Gain exposure to financial services and leasing operations within a structured corporate setup.
Build long-term career growth within a stable and progressive group operating across multiple sectors.
About the Company
Al-Futtaim Group is a leading regional business headquartered in Dubai, operating across automotive, financial services, real estate, retail, and healthcare. With more than 35,000 employees across over 20 countries, the group continues to grow through innovation, strong partnerships, and a relentless focus on customer experience.
Post Details
Job Start Date
Salary from 5000.00
Salary to 7000.00
Number of Vacancies 1
Location -
Location City Dubai
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

Skills Required