Senior Customer Service Representative

Job description / Role

Overview of the role

The senior customer service representative is responsible for managing client relationships, identifying customer requirements, and providing appropriate solutions in coordination with the sales team. This role serves as the main contact for clients, facilitating communication, resolving issues efficiently, and ensuring consistent service delivery.

What you will do

• Act as the primary point of contact for assigned clients, ensuring all queries and requests are tracked and handled efficiently and within the agreed SLA.
• Build and maintain strong, long-term relationships with clients to foster loyalty and improve retention by scheduling quarterly account management meetings between the key account manager and our customers.
• Work with key account managers and customers to ensure all necessary documents are provided for efficient processing of new, ex-fleet, and pre-lease orders.
• Coordinate with internal teams, including contract origination, vehicle logistics, and key account managers to ensure timely vehicle delivery.
• Ensure proactive tracking of vehicles going through the maintenance and registration renewal processes with proactive communication on the ETAs to customers.
• Be the first point of escalation for complaints from designated corporate clients, addressing their inquiries proactively to prevent further escalation.
• Record and monitor agreement renewal details, coordinating with key account managers and customers to provide renewal updates and available options at least 15 days before the agreement expiration date.
• Schedule vehicle offhires directly in the system based on customer confirmation to enable timely vehicle collection and agreement closure.
• Upon vehicle offhire, close the agreement in the system with accurate vehicle and offhire details and any pending traffic fine, toll, or damage chargeback to enable correct final invoicing.
• Communicate client feedback and insights to management for process enhancement.
• Support the resolution of client issues, escalating complex cases as needed.
• Contribute to the development and implementation of customer experience initiatives.
• Stay updated on industry trends and best practices in relationship management.

Required skills to be successful

• Strong understanding of customer service processes and client engagement strategies.
• Excellent interpersonal, facilitation, and presentation skills.
• Ability to maintain organized tracking systems for client interactions.
• Effective in setting priorities and managing multiple client accounts.
• Proactive problem-solving and conflict resolution skills.

What equips you for the role

• University graduate.
• Minimum 1 year of experience in customer service, relationship management, or sales coordination.

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational, and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement, and construction of mega-projects to the leasing, operation, and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services, and enable partnerships to create true value to our customers throughout their entire experience with us.

AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About Al-Futtaim Malls

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

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 among 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.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.