Customer Care Consultant

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

Key Responsibilities

Customer Support & Case Management

• Respond to customer inquiries across calls, emails, WhatsApp, and live chat in line with defined Service Level Agreements (SLAs) and Customer Care standards.

• Manage customer inquiries related to orders, deliveries, returns, refunds, exchanges, product information, availability, and other customer journey topics.

• Take ownership of customer cases from initial contact through to resolution, ensuring customers receive clear and timely updates.

• Handle customer complaints professionally and with empathy, escalating complex or sensitive cases to the appropriate team when required.

• Ensure all customer interactions, actions, and case updates are accurately documented in Salesforce Service Cloud.

• Maintain accurate case categorization and ensure all relevant fields and customer information are updated.

• Handle Social Media inquiries when trained or assigned, maintaining the same brand tone, service standards, and quality across channels.

Operational Support

• Coordinate with Backline, Operations, Logistics, Store, MFC, and other relevant teams to support end-to-end customer issue resolution.

• Follow up proactively on pending customer cases and ensure actions required from internal teams are completed within agreed timelines.

• Support assigned off-queue operational tasks, including HCC, Damages, and the List.

• Support the team during peak periods, campaigns, operational incidents, and increased contact volumes.

• Follow established processes and escalation procedures to ensure consistent and accurate customer resolutions.

Customer Experience & Quality

• Deliver a personalized, professional, and customer-centric experience across every interaction.

• Communicate clearly and confidently while maintaining the appropriate brand tone of voice.

• Demonstrate empathy and active listening to understand the customer's needs and provide the most appropriate solution.

• Maintain high standards of quality, accuracy, and attention to detail across all customer interactions.

• Identify recurring customer pain points or process gaps and share feedback with the relevant team or management.

• Stay up to date with policies, processes, products, promotions, customer journeys, and operational updates.

Performance & Governance

• Meet defined individual and team KPIs across productivity, quality, SLA, attendance, and other Customer Care performance measures.

• Manage assigned queues and workload effectively while maintaining service and quality standards.

• Adhere to Customer Care procedures, schedules, break management, and queue requirements.

• Escalate customer-impacting issues, operational risks, or recurring concerns promptly to the relevant senior team member or management.

• Participate in coaching, quality reviews, training sessions, and team meetings to continuously improve performance and knowledge.

Skills & Competencies

Technical Skills

• Strong customer service and problem-solving skills.

• Excellent written and verbal communication skills.

• Ability to manage multiple customer interactions and priorities in a fast-paced environment.

• Strong attention to detail and accuracy in case documentation.

• Experience using CRM or Customer Care platforms; Salesforce Service Cloud experience is preferred.

• Comfortable working across multiple digital communication channels and operational systems.

Core Competencies

• Customer-centric mindset.

• Strong communication and active listening.

• Empathy and emotional intelligence.

• Ownership and accountability.

• Problem-solving and sound judgment.

• Attention to detail.

• Teamwork and collaboration.

• Adaptability and resilience.

• Ability to work effectively under pressure.

• Proactive approach to customer follow-up and resolution.

• Willingness to learn and continuously develop.

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

Using GenAI in Your Application Process

To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.