Customer Experience Specialist | UAE National | Retail Al Futtaim Private Company (LLC)

Posted 30+ days ago

Experience

3 - 8 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Any Graduation

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Channel Performance Oversight
    Monitor daily operations across Voice, Email channels, ensuring SLAs and KPIs are met for all supported brands and markets.
  • Customer Journey Management
    Identify pain points and recommend improvements across the customer lifecycle based on data and feedback that can be found on C4C
  • Voice of Customer (VOC) Reporting & support
    Regularly analyze Medallia VOC insights to identify trends, escalate red flags, and recommend corrective actions on Customer Care. Support in coordination of VOC system.
  • Cross-functional Coordination
    Collaborate with IT, CRM, Brand, and Contact Centre teams to support campaigns, product launches, and system rollouts.
  • Escalation Handling
    Act as a point of contact for critical customer issues requiring multi-team involvement, ensuring timely and satisfactory resolutions.
  • Process & SOP Development
    Support the creation and continuous improvement of SOPs, escalation matrices, and training documentation for frontline teams.
  • Performance Reporting
    Prepare weekly, monthly, and quarterly reports with actionable insights for Retail brands.
  • Project Support & Innovation
    Contribute to automation, AI, and cost-efficiency projects such as VoiceBot implementation, self-service enhancements, and CRM campaign support.
  • Vendor Management Support
    Coordinate with Contact Centre partners to align on performance targets, share updates, and monitor operational health.

Desired Candidate Profile

  • Experience in customer care or contact centre operations with a focus on multi-channel performance management.
  • Strong analytical skills with the ability to leverage customer feedback and operational data to drive improvements.
  • Excellent communication and stakeholder management skills to work effectively across teams and with external vendors.
  • Familiarity with VOC tools like Medallia, CRM systems, and process documentation is preferred.

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

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Al Futtaim Private Company (LLC)

Al Futtaim Private Company (LLC)

Jessica Misal - NA

Festival Tower, Crescent Drive, Dubai Festival City, Dubai Al Hasan Al Basri St, Dammam, Dubai, United Arab Emirates (UAE)

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