Officer - Customer Care Agent

Role Overview

Officer - Customer Care Agent at Majid Al Futtaim, Head Office KSA. The role holder delivers exceptional customer service by handling customer inquiries, requests, complaints, and feedback through various communication channels, including phone calls, email, chat, social media, and customer care systems.

Role Purpose

Resolve customer issues efficiently, provide accurate information, and ensure a positive customer experience while meeting service quality and operational performance standards.

Key Responsibilities

Customer Interactions

• Handle inbound and outbound customer interactions across all approved communication channels.
• Respond to customer inquiries, requests, complaints, and feedback in a professional and timely manner.

Case Management

• Process and follow up on customer cases, service requests, complaints, refunds, and escalations as required.
• Accurately document all customer interactions within the Customer Care System.

Issue Resolution

• Collaborate with internal departments to ensure effective resolution of customer concerns.
• Identify and escalate complex or sensitive customer issues to the appropriate teams.

Service Standards

• Maintain service quality standards and achieve customer satisfaction targets.

Qualifications & Experience

• Diploma degree or equivalent.
• 1–2 years of experience in Customer Service, Contact Centre, Retail, Hospitality, or a related field.

Skills & Competencies

• Strong customer service orientation.
• Ability to handle difficult customer situations professionally.
• Complaint handling and resolution.
• Fluency in Arabic and English (preferred).

Additional Information

Majid Al Futtaim is a regional market leader built over 27 years. Work in a friendly environment with positive vibes and excitement about the future. Collaborate with over 45,000 diverse and talented colleagues, all guided by the organization's Leadership Model.