Job description
Role Overview
Supervisor - Customer Care Dyson at Chalhoub Group. This role leads customer care operations supporting the Dyson brand across the Middle East.
Company Overview
Chalhoub Group is a hybrid luxury retailer operating for over seven decades in the Middle East. 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 across eight countries in the Middle East with presence in LATAM, employing over 16,000 professionals. The Group has earned Great Place to Workยฎ certification in several markets and is committed to sustainability, membership in the United Nations Global Compact, the Women's Empowerment Principles, and a Net Zero 2040 pledge.
Role Purpose
Lead daily Customer Care operations across multiple channels, manage and develop a team of Customer Care Advisors, ensure Service Level Agreements and operational KPIs are achieved, and drive continuous improvement in customer experience and service delivery.
Key Responsibilities
Operations Management
- Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels.
- Monitor key operational KPIs including Service Level, Quality, Productivity, CSAT, NPS and Backlog.
- Drive continuous improvement in operational performance.
- Ensure SLA achievement across all customer service channels.
Team Leadership & Development
- Coach, develop and motivate a team of Customer Care Advisors through regular feedback.
- Conduct quality monitoring and performance reviews.
- Identify training needs and support onboarding processes.
- Deliver coaching sessions to enhance team capability and performance.
Planning & Scheduling
- Plan and manage team schedules to ensure adequate coverage across all customer service channels.
- Ensure operational efficiency in schedule execution.
Customer Escalation Management
- Manage customer escalations with timely and customer-centric resolutions.
- Deliver exceptional customer experience through escalation handling.
Cross-Functional Collaboration
- Partner with the KSA Service Centre to ensure timely spare parts availability and efficient repair turnaround times.
- Collaborate with Retail, Logistics, Warehousing, E-Commerce and Brand teams to improve customer experience.
- Resolve operational challenges through cross-functional partnerships.
- Coordinate with internal teams and external partners on service requests.
Post-Sales Operations
- Lead post-sales operational processes by validating cases and ensuring documentation accuracy.
- Drive timely resolution of complex service requests.
- Ensure seamless after-sales operations.
Reporting & Analysis
- Prepare operational reports and provide performance insights to support business decisions.
Qualifications & Experience
- Bachelor's degree in Business Administration or a related field.
- 3+ years of experience in Customer Care or Contact Centre operations, including team leadership.
Skills & Competencies
- Strong leadership and coaching skills.
- Excellent stakeholder management abilities.
- Experience managing customer escalations and driving service excellence.
- Good analytical skills with ability to interpret performance metrics.
- Excellent communication skills in English; Arabic is mandatory.
- Proficiency in Microsoft Office, particularly Excel and PowerPoint, with experience in reporting, data analysis, performance tracking and presentation development.
- Experience with Salesforce Service Cloud is preferred.
- Experience with customer engagement platforms such as Genesys is preferred.
Additional Information
- Health care coverage.
- Child education contribution.
- Remote and flexible working policies.
- Exclusive employee discounts.
- Learning and development opportunities and exposure to different assignments within role or through internal mobility.
- Chalhoub Group is committed to diversity, equity and inclusion, welcoming all applicants without regard to gender, age, race, religion, national origin or disability status.