Description
Job description / Role
Job Type
Full Time
Job Location
UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Retail
About Al-Futtaim Group
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
FAMCO is looking for a customer-focused and proactive Customer Service Representative to deliver an outstanding customer experience across every interaction. In this role, you will be the first point of contact for customers, providing timely support, resolving inquiries, and ensuring every customer receives professional and efficient service.
You will work closely with Sales, Aftersales, Parts, Operations, and Finance teams to resolve customer concerns, manage service requests, and strengthen long-term customer relationships. This is an excellent opportunity for someone who enjoys helping people, thrives in a fast-paced environment, and is passionate about delivering exceptional customer service.
What you will do
Customer support
Respond to customer inquiries through telephone, email, WhatsApp, and walk-in interactions.
Provide accurate information regarding products, services, pricing, and company policies.
Resolve customer concerns professionally while delivering a positive customer experience.
Ensure customers receive timely updates throughout their service journey.
Complaint resolution
Receive, document, and investigate customer complaints.
Coordinate with internal departments to ensure prompt resolution of customer issues.
Follow up with customers to confirm satisfaction and successful issue resolution.
Escalate complex concerns when required while maintaining ownership of the customer experience.
Customer relationship management
Build strong, lasting relationships with customers through professional communication.
Support customer retention by delivering consistently high service standards.
Identify opportunities to improve the overall customer experience.
Promote a customer-first culture in every interaction.
Data management and reporting
Maintain accurate customer records within Customer Relationship Management and Enterprise Resource Planning systems.
Prepare customer service reports and highlight recurring customer concerns.
Ensure data accuracy, confidentiality, and compliance with company standards.
Coordination and operational support
Work closely with Sales, Aftersales, Parts, Operations, and Finance teams to coordinate customer requests.
Monitor service progress and ensure commitments are delivered within agreed timelines.
Support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.
Required skills to be successful
Excellent verbal and written communication skills.
Strong customer service and relationship management abilities.
Excellent problem-solving and conflict-resolution skills.
Strong organizational and multitasking capabilities.
Ability to remain calm and professional in a fast-paced environment.
Proficiency in Microsoft Office and Customer Relationship Management systems.
Strong attention to detail and commitment to delivering exceptional customer experiences.
About the team
You will be joining FAMCO's Customer Experience team, working alongside Sales, Aftersales, Parts, Operations, and Finance to ensure customers receive a seamless and professional experience throughout their journey. The team is committed to building long-term customer relationships through service excellence, collaboration, and continuous improvement.
What equips you for the role
Diploma or Bachelor's degree in Business Administration, Customer Service, Marketing, or a related discipline.
Minimum of 2 to 4 years of experience in customer service or customer support roles.
Experience within the automotive, commercial vehicle, retail, or service industry is preferred.
Experience using Customer Relationship Management or Enterprise Resource Planning systems.
Strong customer service mindset with excellent interpersonal skills.
Fluency in English. Arabic language skills are considered an advantage.
About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial and construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.
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.
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