Table of Contents
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Job Overview
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About the Company
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Available Jobs
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Job Description
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Job Responsibilities
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Why This Role?
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Requirements
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How to Apply
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FAQs (Frequently Asked Questions)
Job Overview
Job Title: Customer Experience Agent
Company Name: Al Ghurair
Location: Dubai, United Arab Emirates (Project – Dubai & Northern Emirates)
Employment Type: Full-time
Work Setup: On-site
Start Date: ASAP (as per hiring timeline)
Job ID: 1800
Posting Date: 15 December 2025
Apply Before: 31 December 2025
If you are actively searching for Customer Experience Agent jobs in Dubai 2025, this Al Ghurair opportunity is a strong fit for candidates who enjoy structured customer service work and want stable, long-term growth. The role focuses on handling customer enquiries, registering service requests and complaints, tracking resolutions through CAFM systems, and ensuring updates are communicated clearly and professionally. You’ll work in a process-driven environment where SLA and KPI targets matter—and where your daily performance directly impacts customer satisfaction.
About the Company
Al Ghurair is one of the UAE’s most established business groups, known for operating across multiple sectors and delivering services at scale. Working in an Al Ghurair environment often means clear standards, structured processes, and strong emphasis on reliability and professionalism.
For customer-facing teams, the focus is typically on consistency, quick turnaround, and continuous improvement—making this a valuable place to build a strong career foundation in customer experience operations. If you’re someone who likes clear targets, teamwork, and customer problem-solving, this type of organization can offer both stability and progression.
Available Jobs
If you’re applying for this role, you may also want to explore related roles that often exist within similar customer care or project support environments:
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Customer Service Executive – Dubai
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Call Center Agent – UAE
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Helpdesk Coordinator – Dubai
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Customer Support Officer – Facilities / Projects
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Client Relations Executive – UAE
These roles share similar skills: communication, complaint handling, ticketing systems, reporting, and stakeholder coordination.
Job Description
The Customer Experience Agent role at Al Ghurair is designed for professionals who can deliver accurate information, register service requests and complaints, and provide timely updates on the status of reported issues. You’ll be the frontline contact for customers, ensuring every interaction is handled with professionalism, accuracy, efficiency, and a friendly tone.
This role combines customer care communication with operational discipline. You’ll log complaints and job requests, route them to the correct departments, follow up to confirm closure, and update customers as needed. You will also prepare reports and support customer satisfaction initiatives to identify gaps and improve processes over time.
This is a great role for someone who wants to grow beyond basic call handling into a more structured customer experience career—where systems, KPIs, and stakeholder collaboration build your professional value.
Job Responsibilities
Strategic Responsibilities
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Support Customer Care Incharge/Manager in implementing strategies to improve customer relationships, dedication, and satisfaction.
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Assist in implementing customer service procedures, policies, and standards that support SLA and KPI achievement.
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Contribute to customer satisfaction goals, plans, and programs on an ongoing basis.
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Ensure customer complaints and service inquiries are handled professionally, accurately, efficiently, and politely.
Operational Responsibilities
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Handle incoming and outgoing calls, greet customers, and provide information on registered requests or complaints.
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Register new complaints and job requests in CAFM, ensuring complete and accurate details.
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Prepare change-of-address records and update customer information where needed.
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Monitor client-specific applications for newly registered jobs and requests.
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Refer registered requests/complaints to designated departments and follow up until resolution.
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Collect feedback on closure, update the system, and provide status updates to customers when enquiries are received.
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Monitor helpdesk emails and web/app-based complaint requests.
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Track abandoned calls and perform callbacks to ensure customers receive support.
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Prepare daily, weekly, monthly, and yearly reports as required.
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Follow shift timing strictly, including login/logout requirements.
People Management and Collaboration
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Maintain strong relationships with departments and team members to ensure customer requirements are met or exceeded.
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Handle escalations calmly and escalate issues to relevant departments when required.
Product and Process Improvement
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Conduct customer satisfaction surveys when requested.
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Help identify service gaps and contribute to process improvements aligned to customer expectations.
Why This Role?
This role stands out for candidates looking for reliable employment, structured growth, and strong experience in customer experience operations.
Strong Foundation for Career Growth
Customer experience roles that involve CAFM systems, complaint tracking, reporting, and SLA/KPI delivery can be a stepping stone into:
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Senior Customer Service / CX roles
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Team Leader or Supervisor positions
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Helpdesk and operations coordination
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Quality assurance and customer experience improvement roles
Practical Skill-Building That Employers Value
You’ll strengthen skills that are transferable across many UAE industries:
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Professional customer communication
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Complaint handling and escalation
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Ticketing/CAFM system operations
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Time management and shift discipline
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Reporting and service performance tracking
Structured Environment with Clear Targets
If you perform well in KPI-based settings, this role gives you a clear path to show impact—through resolution quality, speed, and customer satisfaction.
Real Team Collaboration
Because this role coordinates with multiple departments, you’ll develop stakeholder management skills early—useful for long-term progression.
Requirements
Education
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Preferred: Bachelor’s degree in any discipline or High School Diploma
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Minimum: High School Graduate
Experience
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Minimum: 1–2 years of experience in a similar customer service role
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Preferred: Relevant experience in UAE or Gulf countries
Knowledge and Skills
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Knowledge of customer care processes and best practices
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Computer skills and exposure to CAFM or ticketing systems
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Strong written and verbal communication skills (multilingual is an advantage)
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Good organizational and time management skills
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Customer-focused approach and attention to detail
Work Setup
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On-site availability in Dubai and Northern Emirates project locations
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Ability to work shifts and occasional peak-hour demands as required
How to Apply
To apply for the Customer Experience Agent job at Al Ghurair:
FAQs (Frequently Asked Questions)
1) Is this Customer Experience Agent role on-site in Dubai?
Yes, it is an on-site role based in Dubai and Northern Emirates project locations.
2) What experience is required for Customer Experience Agent jobs Dubai 2025?
The role requires 1–2 years of experience in a similar customer service position. UAE or Gulf experience is preferred.
3) Do I need a bachelor’s degree to apply?
A bachelor’s degree is preferred, but the minimum requirement is High School Graduate, so relevant experience can still qualify you.
4) What is CAFM, and why is it important in this role?
CAFM is a system used to register, track, and close service requests and complaints. This role involves logging jobs accurately and monitoring progress until resolution.
5) When is the application deadline?
The listing notes an apply-by date of 31 December 2025. Applying early is recommended as shortlists can be created before the deadline.