Luxury Customer Care Specialist – Multichannel

Chalhoub Group; Dubai; On-site; AED 89,000 - 134,000; 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 seeks a customer care professional to deliver superior service across calls, emails, WhatsApp, and live chat. You will manage orders, returns, refunds, and product information while maintaining high standards of quality and empathy.

The role emphasizes ownership of cases from first contact to resolution, accurate documentation, and collaboration with cross-functional teams to ensure timely resolutions.

Qualifications

• Strong customer service and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple interactions and priorities in a fast-paced environment.
• Attention to detail and accuracy in case documentation.
• Experience using CRM platforms; Salesforce Service Cloud preferred.
• Comfortable working across multiple digital channels and systems.

Responsibilities

• Respond to customer inquiries across calls, emails, WhatsApp, and live chat in line with SLAs.
• Manage customer inquiries related to orders, deliveries, returns, refunds, exchanges, product information, availability, and other topics.
• Take ownership of customer cases from initial contact through to resolution.
• Handle customer complaints professionally and escalate complex cases as needed.
• Document all interactions in Salesforce Service Cloud and maintain accurate case categorization.
• Handle social media inquiries when trained, maintaining brand tone and quality.
• Follow escalation procedures to ensure consistent resolutions and support peak periods.

Skills

Customer service

Problem solving

Communication

Multi-channel support

CRM experience

Attention to detail

Tools

Salesforce Service Cloud

CRM platforms

Job description

Chalhoub Group in Dubai seeks a customer care professional to deliver superior service across calls, emails, WhatsApp, and live chat. You will manage orders, returns, refunds, and product information while maintaining high standards of quality and empathy.

The role emphasizes ownership of cases from first contact to resolution, accurate documentation, and collaboration with cross-functional teams to ensure timely resolutions.