Hybrid Customer Care Escalation Specialist

Chalhoub Group; Dubai; Hybrid; 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

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,