Customer Service Representative Al Futtaim Private Company (LLC)

Provide exceptional, compliant and efficient service to Financial Services, Rental and leasing customers across phone, email and walk-in channels; resolve queries and complaints; own case closure end-to-end; and perform contract-related administration in line with SOPs and KPIs (CSAT, FCR, AHT, SLA). What you will do Handle inbound calls/emails via the contact centre platform (e.g., Genesys) and respond within departmental SLAs; log and dispose every interaction in CRM and ensure clear notes and documentation Deliver First Contact Resolution by diagnosing issues, coordinating with internal teams (maintenance/logistics/collections/AR) as needed, and proactively updating customers until closure Perform administrative tasks on customer contracts (renewals/expiries, fines & lock notices, damage estimates, off hire, replacements), ensuring accuracy in enterprise systems (e.g., CarPro & Accipiens) and related tools Meet and greet walk in customers at head office/branches; verify identity, triage requests, and provide timely resolution or escalation as required Adhere to Customer Care SOP (requests, outgoing contact, and complaint handling), ensuring acknowledgements, investigation, documented outcomes, and formal resolutions within stipulated timelines; comply with KYC/data privacy/AML where applicable.