Job description
Role Overview
Customer Care Consultant - Emiratization, full-time position at Chalhoub Group, based in JAFZA, Jebel Ali.
Company Overview
Chalhoub Group has been a partner and creator of luxury experiences in the Middle East for over seven decades. The Group operates as a hybrid luxury retailer with a portfolio of over 10 owned brands and distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. The Group brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Chalhoub Group has earned Great Place to Workยฎ certification in several markets. Sustainability is at the core of the Group's strategy, and it is a member of the United Nations Global Compact, a signatory of the Women's Empowerment Principles, and has pledged to reach Net Zero by 2040.
Role Purpose
Manage and resolve complex customer cases that require advanced investigation, cross-functional collaboration, and specialized operational knowledge. Support continuous improvement initiatives by identifying recurring issues, documenting processes, and driving operational excellence across the Customer Care function.
Key Responsibilities
Case Management & Resolution
- Manage and resolve escalated customer cases across all supported channels, ensuring timely and accurate resolutions.
- Handle sensitive complaints and high-priority escalations requiring advanced decision-making.
- Ensure all customer interactions and case updates are accurately documented within Salesforce Service Cloud.
Investigation & Collaboration
- Conduct detailed investigations by collaborating with internal departments and external partners.
- Act as the primary liaison between Customer Care and internal functions including E-Commerce, Warehousing & Fulfillment, Logistics, Finance, Retail Operations, Brand Teams, and Digital & Product Teams.
Team Support & Guidance
- Provide subject matter expertise and guidance to frontline Customer Care Advisors.
- Support business continuity during operational incidents by coordinating resolutions and communicating updates.
Process Improvement & Monitoring
- Identify recurring pain points and recommend process improvements; assist in developing SOPs, knowledge articles, and process documentation.
- Monitor case queues, ensure SLA adherence, and prepare reports and Root Cause Analysis (RCA) documentation where required.
Skills & Competencies
- Strong analytical, investigative, and decision-making skills.
- Excellent written and verbal communication skills.
- Strong stakeholder management and interpersonal skills.
- High attention to detail, with ownership and accountability.
- Ability to work independently while managing multiple priorities and collaborating across teams.
- Adaptability and resilience under pressure, with a continuous improvement mindset.
- Salesforce Service Cloud experience.
Additional Information
Work Schedule
9:30 AMโ6:30 PM or 1:00 PMโ10:00 PM shifts on a weekly AM/PM rotation. Five days a week, with two days remote after the first three months, plus two days off.
Brands
Work with globally renowned brands including Faces, Swarovski, Lacoste, and Guess.
Benefits
Competitive benefits package includes health care, child education contribution, remote and flexible working policies, and exclusive employee discounts. Learning and development opportunities and exposure to different assignments within the role or through internal mobility.
Diversity & Inclusion
Chalhoub Group is committed to inclusion and diversity. Equal opportunity for all applicants without regard to gender, age, race, religion, national origin, or disability status.