Luxury Customer Care Specialist

Chalhoub Group; Abu Dhabi; On-site; AED 134,000 - 201,000; Full time

Job summary

Chalhoub Group in Abu Dhabi, UAE is seeking a Customer Support & Case Management specialist to handle inquiries across calls, emails, WhatsApp, and live chat. You will manage orders, deliveries, returns, and product information, taking ownership of cases from first contact to resolution with timely updates.

Ideal candidates bring strong communication, problem-solving, and empathy. You will work across departments to ensure quick, accurate resolutions and maintain high service quality across

Qualifications

• Strong customer service and problem-solving skills.
• Excellent written and verbal communication.
• Ability to manage multiple interactions and priorities in a fast-paced environment.
• Experience using CRM or Customer Care platforms; Salesforce Service Cloud preferred.
• Comfortable with multiple digital channels.

Responsibilities

• Respond to customer inquiries across calls, emails, WhatsApp, and live chat in line with SLAs and Care standards.
• Manage customer inquiries related to orders, deliveries, returns, refunds, exchanges, product information, and other topics.
• Take ownership of customer cases from initial contact through to resolution with timely updates.
• Handle customer complaints professionally and escalate complex or sensitive cases when required.
• Document all customer interactions and updates in Salesforce Service Cloud.
• Maintain accurate case categorization and update relevant fields and customer information.
• Handle Social Media inquiries when trained, maintaining brand tone and quality.

Skills

Customer service

Problem solving

Communication skills

Multitasking

Attention to detail

Teamwork

Empathy

CRM experience

Tools

Salesforce Service Cloud

Job description

Chalhoub Group in Abu Dhabi, UAE is seeking a Customer Support & Case Management specialist to handle inquiries across calls, emails, WhatsApp, and live chat. You will manage orders, deliveries, returns, and product information, taking ownership of cases from first contact to resolution with timely updates.

Ideal candidates bring strong communication, problem-solving, and empathy. You will work across departments to ensure quick, accurate resolutions and maintain high service quality across