After Sales Representative - Customer Care

After Sales Representative - Customer Care Job SnapshotRole: After Sales Representative - Customer Care Location: Dubai, United Arab Emirates Industry: Retail Function: Customer Support-Client Care Experience: Minimum 1 year Job Type: Full-time Position Overview After Sales Representative - Customer Care in Dubai, United Arab Emirates is a Retail opportunity for Emirati talent focused on customer support, complaint resolution, CRM case management, after-sales service, and e-commerce customer experience. Majid Al Futtaim is hiring a service-driven professional who can resolve customer requests across multiple communication channels, coordinate with operational teams, and identify opportunities that contribute to online sales and customer retention. Job Details Country: United Arab Emirates City: Dubai Industry: Retail Function: Customer Support-Client Care Salary: 7000-11000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Emirati Job Type: Full-time Role Context The After Sales Representative supports customers after a purchase by providing clear information, managing service requests, resolving complaints, and coordinating cases that require assistance from other business functions. The position helps protect the customer relationship at a critical stage of the retail journey. Working across Contact Center, Distribution Centers, Merchandising, and e-commerce operations, the representative will ensure customer cases progress within agreed service levels. Effective issue resolution can improve satisfaction, encourage repeat purchases, reduce unresolved complaints, and strengthen confidence in Majid Al Futtaim Lifestyle brands. Key ResponsibilitiesHandle customer inquiries, after-sales requests, complaints, and service cases accurately across available communication channels.Record and manage customer cases through CRM or ticketing systems while maintaining complete and accurate information.Resolve customer concerns within established service standards and agreed service level agreements.Review each request carefully and identify the most appropriate resolution based on applicable procedures.Maintain professional communication throughout the customer journey and provide clear updates on outstanding cases.Escalate complex complaints, product concerns, and operational issues to the Contact Center Supervisor or Manager when required.Coordinate with Distribution Centers to investigate delivery, order, return, or fulfillment-related concerns.Work with Merchandising and other internal teams when product information or commercial support is required.Follow up on unresolved cases to reduce delays and maintain customer confidence.Identify relevant opportunities to promote products or services that can support e-commerce sales objectives.Capture recurring customer feedback and highlight trends that could indicate broader product, process, or service issues.Maintain accurate records of customer interactions, actions, escalations, and final resolutions.Prioritize workloads according to urgency, customer impact, and SLA commitments.Participate in Contact Center meetings and contribute practical ideas for improving service quality and operational efficiency.Collaborate with colleagues to maintain a professional, supportive, and customer-focused working environment.Follow approved procedures while balancing customer expectations with operational and business requirements.Ideal ProfileThe position requires at least 1 year of relevant customer care, after-sales, contact center, or customer service experience. Candidates should demonstrate strong verbal and written communication skills and be comfortable supporting customers across multiple channels. Previous experience managing complaints, customer requests, CRM cases, or service tickets against defined SLAs will be particularly valuable. Practical knowledge of CRM, ticketing, or customer service management systems is expected, together with proficiency in Microsoft Office applications. The preferred candidate will be organized, solution-focused, and capable of handling several active cases in a fast-moving Retail environment. Strong prioritization, problem-solving, customer service, and cross-functional coordination skills are important for success. Skills SetAfter-sales customer serviceCustomer careCustomer Support-Client CareComplaint resolutionCustomer inquiry managementCRM case managementTicketing systemsService level agreement managementCustomer request processingCase escalationService recoveryE-commerce customer supportOnline sales supportOmnichannel customer serviceDistribution center coordinationMerchandising coordinationCustomer feedback managementCustomer retentionIssue trackingCase documentationMicrosoft OfficeMultichannel communicationWorkload prioritizationProblem solvingCustomer experience managementCross-functional coordinationWhy Join UsAfter-sales support has a direct influence on customer loyalty in modern Retail, particularly as e-commerce customers expect fast and transparent resolution when an order or product requires attention. This position provides Emirati talent with practical exposure to customer experience, CRM systems, e-commerce operations, service recovery, and coordination across important retail functions. Majid Al Futtaim Lifestyle offers an environment where customer care professionals can expand their digital retail knowledge, develop stronger problem-solving capabilities, and contribute to the service experience surrounding recognized lifestyle brands. About the CompanyMajid Al Futtaim is a leading regional group operating across retail, properties, communities, entertainment, and lifestyle businesses. Majid Al Futtaim Lifestyle manages international consumer brands across the region and combines physical and digital retail channels with customer care and after-sales operations designed to deliver a consistent customer experience.