Customer Experience Specialist

AlFuttaim

Job Title
Customer Experience Specialist Retail Contact Center Dubai, UAE
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
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