Consultant- Customer Care

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. Their collective efforts have earned the Group the Great Place to Work® certification in several markets. 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. What you'll be doing • Handle customer interactions across all channels, including Voice, Email, WhatsApp, Live Chat, and Social Media . • Deliver timely, accurate, and personalized responses aligned with luxury service standards and brand tone of voice. • Provide a seamless omnichannel experience , ensuring continuity across customer touchpoints. • Manage and document all customer interactions in Salesforce Service Cloud , with strong focus on First Contact Resolution (FCR) . • Maintain a professional, empathetic, and solution-oriented approach in all customer engagements. • Deliver personalized, high-quality service that reflects the values, image, and standards of Chalhoub Group’s luxury Maisons. • Proactively identify and act on sales and assisted-selling opportunities during customer interactions. • Support revenue-generating initiatives such as Pay-by-Link, product recommendations, and cross-sell opportunities . • Escalate complex or sensitive cases appropriately while maintaining customer confidence and satisfaction. • Consistently meet and exceed defined KPIs, including: • Quality and customer satisfaction • Productivity and adherence • Sales contribution • Service level targets • Adhere strictly to internal processes, compliance requirements, and luxury communication guidelines. • Contribute to continuous improvement by flagging customer pain points and process gaps. What you’ll need to succeed • Previous experience in Customer Care or Contact Center environments . • Experience in luxury retail, fashion, beauty, or e-commerce is highly preferred. • Proven experience managing end-to-end customer journeys (orders, delivery, returns, refunds). • Hands-on experience handling customers across multiple digital and voice channels . • Salesforce Service Cloud (case management) • Genesys (telephony and omnichannel platform) • Sprinklr (social media engagement and case handling) • Core Capabilities • Strong written and verbal communication aligned with luxury service standards . • Commercial and sales-oriented mindset . • High emotional intelligence and strong customer empathy. • Excellent problem-solving and ownership mentality. • Strong multitasking and prioritization skills. • Ability to perform effectively in a fast-paced, KPI-driven environment . • Digital fluency and openness to AI-enabled tools and automation . 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.