Emirati Talent- Senior Associate, Customer Relations Management

BUSSINESS INTRODUCTION:

Welcome to Majid Al Futtaim Properties – Development Business Unit. We develop and operate a range of community and regional malls that vary in size and type, and each mall is strategically developed to meet the specific needs and requirements of its market.

Our shopping malls portfolio has become world renowned for innovation within the shopping center, retail, design and construction industries. We create ‘destination’ malls that deliver more than just great shopping, through unique leisure offerings such as Ski Dubai, Magic Planet and VOX Cinemas. Through our pioneering efforts, we provide an impressive launch platform into the region for some of the world’s most famous retail brands, allowing these retailers to strengthen and grow their brands strategically across a broad market.

When it comes to our shopping malls, our aim is simple: to deliver great moments for everyone, every day, while at the same time redefining the industry standard, achieving global recognition, and driving retail growth in the region.

JOB TITLE

Emirati Talent- Senior Associate, Customer Relations Management | Majid Al Futtaim Properties | UAE Portfolio

ROLE SUMMARY

The Senior Associate, Customer Relations Management will manage post-handover customer concerns during the Defects Liability Period, ensuring issue resolution within SLAs and delivery standards. The role involves customer interaction, coordination with internal teams and contractors, and maintaining customer satisfaction through effective case management and reporting.

ROLE PROFILE

• Serve as the primary contact for customers reporting issues related to the Defects Liability Period after handover, managing communication across various channels.
• Conduct in-person meetings to understand customer concerns and provide timely feedback.
• Oversee and resolve Defects Liability Period cases, ensuring they are tracked and followed up until closure.
• Coordinate site visits with the Defects Liability Period team and contractors to inspect and resolve issues within Service Level Agreements .
• Keep accurate records and regularly update customers on the status of their cases.
• Act as the liaison between the Customer Relationship Management team, Defects Liability Period teams, contractors, and customers to ensure effective communication and problem resolution.
• Generate reports on Defects Liability Period performance, customer satisfaction, and Service Level Agreements adherence, identifying recurring issues.
• Foster a positive customer experience and collaborate with the Customer Relationship Management team to improve Defects Liability Period case management processes.

REQUIREMENTS

• Bachelor’s degree in a relevant field (e.g., Business Administration, Construction Management, Engineering).
• 2 to 3 years of experience in customer service, or a related field, preferably in real estate or construction.
• Strong knowledge of Defects Liability Period processes, construction standards, and defect rectification procedures.
• Excellent communication skills with a customer-first approach and the ability to multitask under pressure.
• Strong organizational, problem-solving skills, and proficiency in Microsoft Office and Customer Relationship Management systems
• Fluency in English; Arabic language skills are a plus.

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.