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 organization 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 To achieve a high level of customer satisfaction for all stake holders, by providing the best quality of service in answering queries, resolving problems, and ensuring the timely closure of all service requests
What you will do

• Act as the first point of contact for receiving customers’ inquiries, service requests and complaints through all communication channels.
• Answer inquiries, capture and register essential SR/complaints information, and to contact customers if a follow up is required
• Direct inquiries and SR to the appropriate department, follow up, and escalate if necessary to ensure proper and timely closure of customers’ requests.
• Create a lead if customer’s service request is not in the contract scope of work.
• Conduct, over the phone, a brief customer satisfaction survey
• Maintain excellent quality of communication and behaviour with all stake holders
• Perform any duty or assignment requested by management.

Required Skills to be successful Job-Specific Skills:

• Fluent in English
• Excellent verbal communication
• Ability to handle multi tasks.
• Good knowledge of MS Office (Excel)
• Problem solving techniques

What equips you for the role Minimum Qualifications and Knowledge:

• Highschool or above

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.

The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.