Customer Care Team Lead – Remote & Flexible Work

FashionUnited

Dubai

On-site

AED 180,000 - 240,000

Full time

10 days ago

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Benefits offered by this job

Health care

Child education contribution

Remote and flexible working policies

Exclusive employee discounts

Job summary

Chalhoub Group in Dubai seeks a Senior Customer Care Lead to oversee day-to-day operations across Voice, Email, Live Chat, WhatsApp and Social channels, ensuring SLA achievement and KPI performance. You will coach a team, plan schedules, and handle escalations while collaborating with cross-functional teams to enhance the customer experience.

You’ll lead post-sales processes, provide insights for decisions, and contribute to a high-performing, customer-centric operation in a luxury retail

Qualifications

Bachelor’s degree in business administration or a related field.
3+ years of experience in Customer Care or Contact Centre operations, including team leadership.
Strong leadership, coaching and stakeholder management skills.
Experience managing customer escalations and driving service excellence.
Good analytical skills with the ability to interpret performance metrics.
Excellent communication skills in English; Arabic is a must.
Experience with Salesforce Service Cloud and customer engagement platforms (Genesys) is preferred.
Strong proficiency in Microsoft Office, particularly Excel and PowerPoint, with experience in reporting, data analysis, performance tracking and presentation development.

Responsibilities

Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels, ensuring SLA achievement, monitoring key operational KPIs (Service Level, Quality, Productivity, CSAT, NPS and Backlog), and driving continuous improvement.
Coach, develop and motivate a team of Customer Care Advisors through regular feedback, quality monitoring and performance reviews.
Plan and manage team schedules to ensure adequate coverage and operational efficiency across all customer service channels.
Identify training needs, support onboarding and deliver coaching sessions to enhance team capability and performance.
Manage customer escalations, ensuring timely and customer-centric resolutions while delivering an exceptional customer experience.
Partner with the KSA Service Centre to ensure timely spare parts availability, efficient repair turnaround times and seamless after-sales operations.
Collaborate with cross-functional teams including Retail, Logistics, Warehousing, E-Commerce and Brand teams to improve customer experience and resolve operational challenges.
Lead post-sales operational processes by validating cases, ensuring documentation accuracy, coordinating with internal teams and external partners, and driving the timely resolution of complex service requests.
Prepare operational reports and provide performance insights to support business decisions.