Customer Care Consultant - Emiratization

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Customer Care Consultant

Location: JAFZA, Jebel Ali, Dubai
Job Type: Full Time
Work Schedule: 5 days per week, with 2 days off
Shifts: 9:30 AM–6:30 PM or 1:00 PM–10:00 PM, rotating weekly
Remote Work: Up to 2 days remotely after the first 3 months

About the Role

Chalhoub Group is looking for a Customer Care Consultant to join its Customer Care team in JAFZA, Jebel Ali. The position focuses on handling complex and escalated customer cases that require thorough investigation, sound judgment, coordination with different departments, and strong knowledge of operational processes.

The successful candidate will support customers across renowned brands including Faces, Swarovski, Lacoste, and Guess. The role also contributes to improving Customer Care operations by identifying recurring issues, documenting procedures, and helping drive service and process improvements.

Key Responsibilities

• Handle and resolve escalated customer cases across all available communication channels while ensuring accurate and timely solutions.

• Investigate complex cases thoroughly by working closely with internal teams and external partners.

• Manage sensitive complaints and high-priority escalations that require advanced judgment and decision-making.

• Serve as the main point of coordination between Customer Care and departments such as E-Commerce, Warehousing & Fulfillment, Logistics, Finance, Retail Operations, Brand Teams, and Digital & Product.

• Provide expert guidance and operational support to frontline Customer Care Advisors.

• Coordinate appropriate responses during operational incidents to help maintain business continuity and keep relevant stakeholders informed.

• Identify recurring customer issues and recommend practical improvements to existing processes.

• Contribute to the preparation and maintenance of SOPs, knowledge articles, and other process documentation.

• Track case queues and ensure customer cases are handled within agreed service level requirements.

• Prepare reports and Root Cause Analysis (RCA) documentation when necessary.

• Maintain complete and accurate records of customer interactions, investigations, and case resolutions in Salesforce Service Cloud.

Required Skills and Competencies

• Strong analytical, investigative, and problem-solving abilities.

• Excellent verbal and written communication skills.

• Effective stakeholder management and interpersonal skills.

• High level of attention to detail, accountability, and ownership.

• Ability to work independently while handling several priorities at the same time.

• Comfortable working across different teams and functions.

• Ability to remain adaptable and resilient in demanding situations.

• Strong commitment to continuous improvement and operational excellence.

What Chalhoub Group Offers

Employees can access learning and development opportunities, varied work experiences, and potential career progression through internal mobility.

The benefits package includes healthcare, child education support, flexible and remote working policies, and exclusive employee discounts.

GenAI Application Requirement

Candidates are expected to complete assessments and interviews independently without assistance from generative AI tools. This is intended to provide a fair opportunity for the company to assess each candidate's abilities, reasoning, and approach to real-world situations.

Diversity and Inclusion

Chalhoub Group is committed to creating an inclusive workplace that values different cultures, backgrounds, perspectives, abilities, and experiences. Applications are welcomed from all qualified candidates, with equal opportunity regardless of gender, age, race, religion, national origin, or disability status.

APPLICATION

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