Customer Resolution Specialist - Al-Futtaim - Dubai UAE

• Handle and resolve customer complaints received through social media channels within defined service timelines
• Manage and close DED related complaints while maintaining compliance with service standards and reporting metrics
• Monitor VOC and NPS survey alerts and ensure prompt resolution of customer concerns
• Coordinate with internal teams and service providers to resolve customer complaints and aftersales service issues
• Process pending refund requests, cancellations, and customer order adjustments through CRM systems
• Follow up on missing items or out-of-stock orders and communicate accurate updates to customers
• Escalate unresolved cases and ensure service expectations are met through proactive customer engagement
• Analyze recurring complaints and share insights with retail operations, digital teams, and service partners
• Track and resolve unfulfilled customer orders by coordinating with fulfillment teams and logistics partners
• Support department operational plans and maintain customer service performance KPIs

• Minimum two years of experience in customer service resolution or contact center environments
• Strong ability to manage complaints professionally and deliver customer-focused solutions
• Excellent communication skills in Arabic and English
• Analytical mindset with the ability to identify root causes of service issues
• Ability to handle multiple customer requests across different communication channels

• CRM systems and customer complaint management platforms
• Customer experience and service recovery strategies
• Microsoft Excel and office applications
• Navision and Genesys customer service systems
• Complaint handling and escalation management
• Customer relationship management and communication skills

• Work with a leading retail and service organization in the Middle East
• Opportunity to contribute to customer experience improvement initiatives across multiple channels
• Professional growth within a large multinational business group
• Collaborative environment focused on customer satisfaction and operational excellence
• Competitive compensation and career development opportunities

• Handle and resolve customer complaints received through social media channels within defined service timelines
• Manage and close DED related complaints while maintaining compliance with service standards and reporting metrics
• Monitor VOC and NPS survey alerts and ensure prompt resolution of customer concerns
• Coordinate with internal teams and service providers to resolve customer complaints and aftersales service issues
• Process pending refund requests, cancellations, and customer order adjustments through CRM systems
• Follow up on missing items or out-of-stock orders and communicate accurate updates to customers
• Escalate unresolved cases and ensure service expectations are met through proactive customer engagement
• Analyze recurring complaints and share insights with retail operations, digital teams, and service partners
• Track and resolve unfulfilled customer orders by coordinating with fulfillment teams and logistics partners
• Support department operational plans and maintain customer service performance KPIs

• Minimum two years of experience in customer service resolution or contact center environments
• Strong ability to manage complaints professionally and deliver customer-focused solutions
• Excellent communication skills in Arabic and English
• Analytical mindset with the ability to identify root causes of service issues
• Ability to handle multiple customer requests across different communication channels

• CRM systems and customer complaint management platforms
• Customer experience and service recovery strategies
• Microsoft Excel and office applications
• Navision and Genesys customer service systems
• Complaint handling and escalation management
• Customer relationship management and communication skills

• Work with a leading retail and service organization in the Middle East
• Opportunity to contribute to customer experience improvement initiatives across multiple channels
• Professional growth within a large multinational business group
• Collaborative environment focused on customer satisfaction and operational excellence
• Competitive compensation and career development opportunities

Careers in Gulf