Customer Care Consultant - Emiratization

Chalhoub Group; Dubai; On-site; AED 90,000 - 150,000; Full time

Benefits offered by this job

Health care

Child education contribution

Remote and flexible working policies

Exclusive employee discounts

Job summary

Chalhoub Group in Dubai is seeking a Customer Care Consultant for the JAFZA office. The role follows a weekly AM/PM rotation with some remote work after the first three months.

You will manage and resolve complex customer cases with cross‑functional collaboration and a focus on service continuity. The successful candidate will bring strong analytical and communication skills, with the ability to guide frontline advisors, document processes, and drive improvements across E‑Commerce, Warehousing,

Qualifications

• 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.

Responsibilities

• Manage and resolve escalated customer cases across all channels with timely, accurate resolutions.
• Investigate issues by collaborating with internal departments and external partners.
• Handle sensitive complaints and high-priority escalations requiring strong decision-making.
• Liaise between Customer Care and internal functions including E-Commerce, Warehousing & Fulfillment, Logistics, Finance, Retail Operations, Brand Teams, and Digital & Product Teams.
• Provide subject-matter guidance to frontline Customer Care Advisors.
• Support business continuity during incidents by coordinating resolutions and updates.
• Identify recurring issues and help develop SOPs, knowledge articles, and processes.
• Monitor queues, ensure SLA adherence, and prepare RCA reports when needed.
• Document all interactions in Salesforce Service Cloud.

Skills

Analytics

Communication

Stakeholder management

Attention to detail

Multitasking

Adaptability

Tools

Salesforce Service Cloud

Job description

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.

Role Overview

This is a full-time position based in our office in JAFZA, Jebal Ali. The work structure consists of 9:30 AM–6:30 PM or 1:00 PM–10:00 PM shifts on a weekly AM/PM rotation.5 days a week (2 days can be remote after the first 3 months) + 2 days off. The Customer Care Consultant is responsible for managing and resolving complex customer cases that require advanced investigation, cross-functional collaboration, and specialized operational knowledge. The role also supports continuous improvement initiatives by identifying recurring issues, documenting processes, and driving operational excellence across the Customer Care function. The successful candidate will work with some the globally renowned brands such Faces, Swarovski, Lacoste, and Guess, managing and resolving customer cases as part of the Customer Care team.

Key Responsibilities

• Manage and resolve escalated customer cases across all supported channels, ensuring timely and accurate resolutions.

• Conduct detailed investigations by collaborating with internal departments and external partners.

• Handle sensitive complaints and high-priority escalations requiring advanced decision-making.

• 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.

• Provide subject matter expertise and guidance to frontline Customer Care Advisors.

• Support business continuity during operational incidents by coordinating resolutions and communicating updates.

• 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.

• Ensure all customer interactions and case updates are accurately documented within Salesforce Service Cloud.

What you\'ll need to succeed

• 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.

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 employeediscounts.