Client Services Associate Manager - Majid Al Futtaim, Dubai

Majid Al Futtaim, the leading pioneer in the development and investment of retail, entertainment, and real estate sectors across the region, is seeking a dedicated professional to fill the position of Client Services Associate Manager at its dynamic headquarters in Dubai. This role presents an exceptional opportunity for ambitious individuals to join one of the most influential conglomerates in the Gulf market and contribute to enhancing customer experience while ensuring the highest standards of satisfaction and loyalty.

Job Description and Key Responsibilities

The Client Services Associate Manager will be a cornerstone of the customer service department, responsible for overseeing daily service operations and leading the team towards achieving quality and efficiency targets. The core responsibilities of this leadership role include:

• Leadership & Development: Directly supervise the team of customer service representatives, providing guidance, performance evaluations, and developing training plans to enhance their skills and knowledge.
• Operations Management: Ensure the smooth and efficient running of all customer service processes, from the receipt of inquiries and complaints to their final and timely resolution.
• Customer Experience Enhancement: Analyze customer satisfaction data and reports to identify strengths and weaknesses, proposing and implementing proactive initiatives to improve the overall customer journey.
• Strategy Development: Contribute to the development of customer service strategies and policies in collaboration with senior management, aligning them with the company's overarching business goals.
• Quality Assurance: Monitor and analyze the quality of customer interactions (calls, emails, chats) to ensure adherence to professional standards and brand voice.
• Reporting & Analytics: Prepare detailed periodic reports on departmental performance, including Key Performance Indicators (KPIs) such as response time, first-contact resolution rate, and Customer Satisfaction Score (CSAT).
• Internal Collaboration: Act as a liaison between the customer service department and other divisions such as Sales, Marketing, and Operations to ensure seamless information flow and address systemic issues.

Qualifications and Essential Requirements

To be a successful candidate for this position at Majid Al Futtaim, you should meet the following criteria:

• Academic Qualification: A Bachelor's degree in Business Administration, Marketing, or a related field. A master's degree or professional certifications in customer service management is a strong advantage.
• Work Experience: A minimum of 5 to 7 years of experience in customer service or client relations, with at least 2 years in a supervisory or leadership capacity. Experience in the retail or a similar service-oriented sector is preferred.
• Technical Skills: Excellent command of Microsoft Office suites and hands-on experience with Customer Relationship Management (CRM) systems and call center/customer service platforms.
• Personal Skills:
  • Strong leadership skills with the ability to motivate a team and foster a collaborative spirit.
  • Exceptional verbal and written communication skills in both English and Arabic.
  • High analytical ability to interpret data and make evidence-based decisions.
  • A strong customer-service orientation with empathy and proactive problem-solving skills.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Why Work for Majid Al Futtaim?

Joining Majid Al Futtaim means more than just a job; it's joining an institutional culture that supports innovation and professional growth. The work environment offers:

• A dynamic and stimulating workplace in the heart of Dubai.
• Genuine opportunities for career growth and advancement within a well-established and diverse group of companies.
• An organizational culture that supports continuous learning and development.
• The chance to work on leading regional projects and brands.

How to Apply for This Position

Applications for this role are accepted exclusively through Majid Al Futtaim's official career portals or authorized job boards like Naukrigulf. Please prepare the following documents:

1. An up-to-date and detailed resume in English, highlighting your leadership experience and achievements in the customer service field.
2. A compelling cover letter stating your motivation for joining Majid Al Futtaim and how you can contribute to this specific role.

Location: Dubai, United Arab Emirates. Job Type: Full-time.

Majid Al Futtaim offers a distinguished opportunity for qualified professionals seeking to make a tangible impact in the field of customer service within a world-class work environment. If you possess the passion for leadership and a commitment to delivering exceptional customer experiences, we encourage you to submit your application.