188 Customer Service Management jobs in the United Arab Emirates

Job Title: Client Support Expertise

Location: Ras Al Khaimah, UAE

To optimize call center productivity through proficient communication and sales skills in accordance with company protocols and procedures.

• Address inbound & outbound calls according to established guidelines and schedules set by the organization.
• Proactively offer customers to register for Interactive Voice Response (IVR) and SMS services as per company policies.
• Escalate customer queries and complaints as necessary.
• Follow up with customers via telephone or email after initial contact.
• Explain products, services, and prices; answer all customer questions in a polite and courteous manner.
• Maintain high levels of politeness and courtesy when dealing with customers at all times.
• Obtain customer information such as name, address, and reactions of prospects contacted; enter orders into computers accurately.
• Keep accurate records of all tasks performed as per defined format.
• Secure and file customer documents accordingly.
• Initiate outbound calls to new and existing customers to meet sales targets.
• Meet or exceed daily, weekly, and monthly sales targets set by management.
• Proactively cross-sell and up-sell various financial products to qualifying customers or callers.
• Escalate hazards or potential risks immediately via proper channels.
• Adhere to all company protocols and procedures.

• Call quality
• Customer satisfaction
• Adherence to schedule
• Product knowledge
• Average handling time
• Sales leads generation targets

• Communication skills in Arabic and English
• Sales skills
• Customer resolution skills

Customer Service Officer

The Role:

• Provide top-notch customer service and end-to-end support to clients across all their needs, from account opening to maintenance.

Key Accountabilities:

• Oversee services related to clients to optimize their experience.
• Process account openings and closings for entities.
• Maintain RIM alignments with required parameters, such as KYC updates, POP-UP messages, remediation tasks, client profile updates, sign cap-signature updates, valid IDs uploads, establishment contracts updated, indemnities assigned and uploaded, and other client profile updates.
• Support Relationship Managers on operational and middle office tasks.
• Handle customers' routine enquiries within the same day turn-around time.
• Work on complaints resolution and identify ways to prevent recurrence.
• Liaise with departments within ADIB for operational issues.
• Coverage of CBV/RCSA/BIA processes.
• Perform middle office assignments and extra tasks to support Community Banking department daily.
• Evaluate matters and incidents directly to the Line Manager.
• Report missing data/updates/parameters for any client RIM directly to the account RM and Line Manager for immediate action with clients and follow-ups.
• Audit accounts to ensure no dormant/inactive accounts within the assigned portfolio.

Specialist Skills / Technical Knowledge Required:

• ADIB Banking Products Knowledge.
• Familiarity with ADIB Policy & Process.
• Language Skill.
• Operations & Processing skills.

Qualifications and Experience:

• Bachelors degree.
• 3 years experience in a similar role.
• Efficient computer and MS Office skills.
• Teamwork and individual work abilities.
• Knowledge of cash management services and corporate banking products.
• Awareness of AML & Compliance related matters.
• Excellent time Management Planning Organizing accomplishing tasks against deadlines.

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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:

To provide exceptional front-line customer service that enhances the shopping experience for all visitors to the retail centre. The role involves welcoming guests, addressing inquiries and concerns, offering accurate information about the mall’s services, stores, and promotions, and ensuring that all customer interactions reflect the mall's commitment to service excellence. The customer service staff also supports daily operations by coordinating with internal teams and tenants, contributing to a safe, friendly, and customer-focused environment.

This role is responsible for delivering a high standard of customer service in a professional, courteous, and efficient manner, reflecting the company's commitment to excellence within the shopping centre industry. As the face of Dubai Festival City Mall, the Customer Service staff will handle all visitor inquiries and assistance with a friendly and solution-oriented approach. The role requires strict adherence to the Customer Service Guidelines and full compliance with all HR policies and procedures

What you will do:

Customer Service:

• Responsible for delivering exceptional customer service to all visitors, with sensitivity to cultural differences and an understanding of diverse customer expectations

Site Knowledge:

• Responsible for developing an in depth understanding of the retail centre to assist to any customer queries.

Mall Collaterals:

• Responsible for maintaining adequate stock of mall collaterals.

Resolution of Problem:

• Responsible for proactively resolving customer complaints/ issues within the delegated level of authority

Coordination:

• Coordinate with other departments within the mall, with respect to any issues relevant to these areas.
• Provide Gift Card and Business Service Support

Management Support:

• Provide support to the inter-departments at DFCM so as to provide management front line data to understand public opinion, gauge visitor experience or make business and marketing decisions.

Emergency Aid and Response Team Member:

• Provide basic level first aid services and emergency assistance to the customer.

Required skills to be successful:

Minimum Qualifications and Knowledge:

• Graduation in any degree.
• Fluent in English, preferably in Arabic or any other language would be an advantage.
• 2 years’ relevant customer service experience in a shopping Centre or hospitality background preference for front-desk.

What Equips you for the role:

Job-Specific Skills:

• Verbal and written communication
• Problem Solving and Complaint Handling
• Willing to work on weekends, official holidays and outside the official working hours.
• POS & Gift Card Handling
• Friendly, approachable, honest and trustworthy.
• Adaptation and Flexibility
• Emotional Resilience
• Cultural Sensitivity
• Proactive, punctual and reliable.
• Positive, cheerful mentality and open to work attitude

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 on 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.

For more information on Al-Futtaim Malls, please visit

LI-AIG

Client and Broker Engagement Support Manager

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Client and Broker Engagement (CBE) Support Manager to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Client and Broker Engagement

Our Client and Broker Engagement (CBE) team manages AIG’s major client relationships across all product lines, as well as driving new business activity. The team serves major clients and broker partners through an elevated, personalized experience – our client-centric framework drives a consistent experience and best practice, while allowing flexibility to meet the client’s needs

What you’ll need to succeed

• Support Turkey and Morocco reinsurance directors in growing the AIG book of commercial general FAC reinsurance business in those territories.
• Communicating with key partners (Reinsurance brokers and Cedants) on renewal business to maintain a retention ratio on the renewal book exceeding 90%.
• Facilitate the booking of new and renewal business.
• Client and Broker Engagement (CBE) Support Manager will be required to support the servicing of large clients working closely with the Client Director.
• Able to communicate with French and English speaking partners (competency in English and French are necessary)

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

Functional Area :

SM - Sales & Marketing

AIG MEA Limited

LI-AIG

Client and Broker Engagement Support Manager

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Client and Broker Engagement (CBE) Support Manager to play your part in that transformation. It's an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Client and Broker Engagement

Our Client and Broker Engagement (CBE) team manages AIG's major client relationships across all product lines, as well as driving new business activity. The team serves major clients and broker partners through an elevated, personalized experience – our client-centric framework drives a consistent experience and best practice, while allowing flexibility to meet the client's needs

What you'll need to succeed

• Support Turkey and Morocco reinsurance directors in growing the AIG book of commercial general FAC reinsurance business in those territories.
• Communicating with key partners (Reinsurance brokers and Cedants) on renewal business to maintain a retention ratio on the renewal book exceeding 90%.
• Facilitate the booking of new and renewal business.
• Client and Broker Engagement (CBE) Support Manager will be required to support the servicing of large clients working closely with the Client Director.
• Able to communicate with French and English speaking partners (competency in English and French are necessary)

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

Functional Area :

SM - Sales & Marketing

AIG MEA Limited

Location: Abu Dhabi, UAE

Department: Customer Relations

Reports To: Director of Customer Relations

Position Type: Full-Time

With a strong commitment to customer satisfaction and continuous improvement, we are seeking a Customer Relations Manager to join our team and lead efforts in building and maintaining strong customer relationships.

Job Summary: As a Customer Relations Manager, you will play a pivotal role in enhancing the overall customer experience by managing and strengthening relationships with our clients. You will be responsible for understanding customer needs, resolving issues, and ensuring customer satisfaction while collaborating with various departments to drive improvements in our products and services.

Key Responsibilities:

1. Customer Engagement: Proactively engage with customers to understand their needs, expectations, and concerns. Build and maintain strong, long-lasting customer relationships.
2. Issue Resolution: Address customer inquiries, complaints, and issues promptly and professionally. Work closely with the customer support team to ensure timely resolution.
3. Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement. Share insights with relevant departments for product and service enhancement.
4. Customer Advocacy: Identify and nurture customer advocates who can provide testimonials, referrals, and case studies to showcase our company's success stories.
5. Cross-Functional Collaboration: Collaborate with sales, marketing, product development, and other departments to align customer needs with business strategies and initiatives.
6. Customer Training: Develop and implement customer training programs to ensure customers maximize the value of our products/services.
7. Data Management: Maintain accurate customer records and interactions in the CRM system. Utilize data to create reports and dashboards for management and performance tracking.
8. Customer Retention: Develop and execute customer retention strategies, including loyalty programs and customer appreciation events.
9. Market Intelligence: Stay updated on industry trends and competitive offerings to provide insights that can help shape our customer relations strategies.

Qualifications:

• Bachelor's degree in business, marketing, or a related field. Master's degree is a plus.
• Proven experience (4+ years) in customer relations or a similar role.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Customer-centric mindset and a passion for delivering outstanding customer experiences.

Benefits:

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Professional development and training opportunities.
• Friendly and collaborative work environment.

How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications.

This role focuses on coordinating customer interactions, ensuring effective service recovery, and maintaining a positive brand image. As a Customer Relations Specialist, you will work closely with the team and department manager to investigate and respond to customer complaints in a timely and professional manner.

You will also be responsible for analyzing customer feedback and recommending improvements to enhance the overall customer experience. This includes identifying trends in product and service flaws, advising relevant departments on necessary changes, and ensuring that all issues raised by customers are thoroughly investigated.

Key responsibilities include acknowledging and responding to customer complaints, investigating and resolving issues, and maintaining a comprehensive database of customer feedback and compliments. You will also have the opportunity to formulate and implement effective service recovery strategies, ensure compliance with company policies and procedures, and contribute to the development of reports and recommendations to improve business processes.

• Bachelor's degree in Business Management, Marketing, Tourism, or Hospitality or a related field.
• At least 3 years of experience in customer service or relationship management, preferably in the airline or tourism industry.
• Excellent written and oral communication skills, with the ability to project a favourable and caring image of the company.
• Proficient in MS Office applications, including Word, Excel, Mail, and PowerPoint.
• Strong analytical and problem-solving skills, with the ability to adapt to changing circumstances and priorities.

This role offers a competitive salary and a range of benefits, including travel discounts and hotel stays around the world. The successful candidate will also have the opportunity to work in a dynamic and fast-paced environment, with the chance to grow and develop their career within our global organization.

As a member of our team, you will have access to a range of training and development opportunities, as well as the chance to work on exciting projects and initiatives. We are committed to supporting our employees' personal and professional growth, and we offer a range of benefits and perks to help them achieve their goals.

Location: Abu Dhabi, UAE

Department: Customer Relations

Reports To: Director of Customer Relations

Position Type: Full-Time

With a strong commitment to customer satisfaction and continuous improvement, we are seeking a Customer Relations Manager to join our team and lead efforts in building and maintaining strong customer relationships.

Job Summary: As a Customer Relations Manager, you will play a pivotal role in enhancing the overall customer experience by managing and strengthening relationships with our clients. You will be responsible for understanding customer needs, resolving issues, and ensuring customer satisfaction while collaborating with various departments to drive improvements in our products and services.

Key Responsibilities:

1. Customer Engagement: Proactively engage with customers to understand their needs, expectations, and concerns. Build and maintain strong, long-lasting customer relationships.
2. Issue Resolution: Address customer inquiries, complaints, and issues promptly and professionally. Work closely with the customer support team to ensure timely resolution.
3. Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement. Share insights with relevant departments for product and service enhancement.
4. Customer Advocacy: Identify and nurture customer advocates who can provide testimonials, referrals, and case studies to showcase our company's success stories.
5. Cross-Functional Collaboration: Collaborate with sales, marketing, product development, and other departments to align customer needs with business strategies and initiatives.
6. Customer Training: Develop and implement customer training programs to ensure customers maximize the value of our products/services.
7. Data Management: Maintain accurate customer records and interactions in the CRM system. Utilize data to create reports and dashboards for management and performance tracking.
8. Customer Retention: Develop and execute customer retention strategies, including loyalty programs and customer appreciation events.
9. Market Intelligence: Stay updated on industry trends and competitive offerings to provide insights that can help shape our customer relations strategies.

Qualifications:

• Bachelor's degree in business, marketing, or a related field. Master's degree is a plus.
• Proven experience (4+ years) in customer relations or a similar role.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Customer-centric mindset and a passion for delivering outstanding customer experiences.

Benefits:

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Professional development and training opportunities.
• Friendly and collaborative work environment.

How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications.