After Sales Representative – Customer Care – Majid Al Futtaim

Once a customer has made a purchase within Majid Al Futtaim’s retail portfolio, the relationship doesn’t end — returns, exchanges, warranty questions, and general post-purchase support all need someone handling them well, and that’s exactly what an After Sales Representative in Customer Care does. This is a front-line role focused specifically on the post-purchase experience, where a customer’s opinion of the brand often gets decided.

Expect daily work centred on resolving customer queries and complaints — processing returns and exchanges according to policy, following up on service or repair requests, and de-escalating frustrated customers with patience rather than a script. Because after-sales issues are often the moment a customer is least happy, tone and follow-through matter enormously; this isn’t a role where a quick brush-off resolves anything, it usually just makes things worse.

This suits someone with genuine customer service experience who’s patient under pressure, comfortable following clear policies while still using judgment on edge cases, and motivated by turning a frustrated customer into a satisfied one rather than just closing tickets quickly.

How a company handles things going wrong — a faulty item, a delayed refund, a confusing warranty process — often matters more to long-term customer loyalty than how smoothly the original sale went, because a well-handled complaint can turn an unhappy customer into a more loyal one than they were before the problem occurred, while a badly-handled one reliably drives customers away and generates negative word of mouth. An After Sales Representative sits directly at that pivot point for Majid Al Futtaim's retail brands, which means the quality of their day-to-day resolutions has a real, if often invisible, effect on repeat purchase rates and brand reputation. Consistent, fair after-sales handling also reduces costly escalations — complaints that get resolved calmly and correctly at first contact rarely turn into the kind of public social media complaint or formal dispute that requires much more expensive intervention later. Across a retail group operating multiple brands, a strong after-sales function is also part of what protects the group's overall reputation for customer service, which matters for every brand under the MAF umbrella, not just the one involved in any single complaint.

Customer care and after-sales roles build one of the most universally valuable professional skills there is: the ability to stay calm, listen properly, and solve a problem for someone who's frustrated — a skill that transfers into virtually any customer-facing career, from account management to hospitality to healthcare administration. Learning to navigate policy boundaries while still finding fair, human resolutions is also genuinely good training for future roles in operations or service management, where judgment calls like this happen constantly. Within Majid Al Futtaim specifically, strong performers in customer care roles often move into senior customer experience, quality assurance, or retail operations positions, since after-sales experience gives a uniquely honest view of where a business's processes actually break down for customers. For anyone building toward a career in customer experience, retail operations, or service quality management, few roles offer as much direct, daily insight into real customer pain points as this one does. It's also worth noting that after-sales experience tends to build unusually strong emotional resilience compared to standard customer service work, since practically every conversation starts from a point of frustration rather than enthusiasm — a genuinely useful trait to carry into any future role. That resilience, paired with genuine problem-solving instinct, is precisely what separates people who burn out in service roles from those who go on to lead them.

• At least 1 year of customer care or customer-facing retail experience
• Strong communication skills and genuine patience with frustrated or upset customers
• Familiarity with return, exchange, and warranty policies, or ability to learn them quickly
• Comfort using CRM or case management systems to track and resolve queries
• Problem-solving mindset — able to find a fair resolution within policy boundaries
• Multilingual ability (English plus Arabic or another regionally relevant language) is an advantage
• Flexibility to work retail hours, including weekends