Consultant Customer Care - Level Shoes

Role Overview

Consultant Customer Care at Chalhoub Group, Level Shoes. Location not specified in source.

Company Overview

Chalhoub Group is a luxury retailer and partner operating across the Middle East for over seven decades. The Group manages a portfolio of over 10 owned brands and distributes over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. It operates more than 950 stores, online platforms, and mobile apps, delivering omnichannel experiences. The Group employs over 16,000 professionals across eight countries in the Middle East with presence in LATAM. Chalhoub Group is committed to sustainability, member of the United Nations Global Compact, signatory of the Women's Empowerment Principles, and pledged to reach Net Zero by 2040.

Role Purpose

Deliver exceptional customer care across multiple channels by managing inquiries and cases from initial contact through resolution, maintaining brand standards and service level agreements while supporting operational teams to ensure seamless customer experiences.

Key Responsibilities

Customer Support & Case Management

• Respond to customer inquiries across calls, emails, WhatsApp, and live chat in line with defined Service Level Agreements 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

• Demonstrate strong customer service and problem-solving skills.
• Communicate excellently in written and verbal formats.
• Manage multiple customer interactions and priorities in a fast-paced environment.
• Maintain strong attention to detail and accuracy in case documentation.
• Use CRM or Customer Care platforms; Salesforce Service Cloud experience is preferred.
• Work comfortably across multiple digital communication channels and operational systems.

Core Competencies

• Maintain a customer-centric mindset.
• Demonstrate strong communication and active listening.
• Show empathy and emotional intelligence.
• Take ownership and accountability for assigned work.
• Apply sound problem-solving and judgment.
• Pay attention to detail.
• Collaborate effectively as part of a team.
• Adapt and build resilience in changing circumstances.
• Work effectively under pressure.
• Take a proactive approach to customer follow-up and resolution.
• Show willingness to learn and continuously develop.

Additional Information

Chalhoub Group offers a competitive benefits package including healthcare, child education contribution, remote and flexible working policies, and exclusive employee discounts. The Group provides enriching experiences, learning and development opportunities, and exposure to different assignments within the role or through internal mobility. Diverse career paths are available for exceptional performers. Chalhoub Group is committed to inclusion and diversity and welcomes all applicants without regard to gender, age, race, religion, national origin, or disability status. Assessments and interviews should be completed independently and without assistance from generative AI tools.