Officer - Customer Care Agent

JOB TITLE Officer - Customer Care Agent | MAF Retail | Head Office KSA Role Summary The Officer Customer Care Agent is responsible for delivering 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. The role holder is responsible for resolving customer issues efficiently, providing accurate information, and ensuring a positive customer experience while meeting service quality and operational performance standards. ROLE PROFILE • 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. • Respond to customer inquiries, requests, complaints, and feedback in a professional and timely manner. • 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. • Collaborate with internal departments to ensure effective resolution of customer concerns. • Maintain service quality standards and achieve customer satisfaction targets. • Identify and escalate complex or sensitive customer issues to the appropriate teams. Requirements • Diploma degree or equivalent . • 1-2 years of experience in Customer Service, Contact Centre, Retail, Hospitality, or a related field. • Strong customer service orientation. • Ability to handle difficult customer situations professionally. • Fluency in Arabic and English is preferred. • Complaint Handling & Resolution. What We Offer • At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us! • Work in a friendly environment, where everyone shares positive vibes and excited about our future. • Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.

Diploma degree or equivalent. 1-2 years of experience in Customer Service, Contact Centre, Retail, Hospitality, or a related field. Strong customer service orientation. Ability to handle difficult customer situations professionally. Fluency in Arabic and English is preferred. Complaint Handling & Resolution.

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. 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. Collaborate with internal departments to ensure effective resolution of customer concerns. Maintain service quality standards and achieve customer satisfaction targets. Identify and escalate complex or sensitive customer issues to the appropriate teams.