Multichannel Customer Care Specialist

Chalhoub Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Chalhoub Group in Dubai seeks a Customer Support & Case Management specialist to respond to inquiries across calls, emails, WhatsApp and live chat, owning cases from start to finish. You will document interactions in Salesforce and coordinate with internal teams to deliver fast, accurate resolutions.

The role emphasizes a customer-centric mindset, effective communication, and adherence to SLAs in a dynamic luxury retail environment, with opportunities to grow within a diverse, inclusive group.

Qualifications

• Experience in customer care across calls, emails, chats and social channels.
• Strong written and verbal communication skills.
• Ability to manage multiple interactions and priorities in a fast-paced environment.

Responsibilities

• Respond to customer inquiries across calls, emails, WhatsApp, and live chat in line with SLAs.
• Manage inquiries related to orders, deliveries, returns, refunds, exchanges, product information, and other topics.
• Take ownership of customer cases from initial contact to resolution with timely updates.
• Document all interactions and case updates in Salesforce Service Cloud.
• Coordinate with internal teams to resolve customer issues end-to-end.

Skills

Customer service

Communication

Multi-channel

Attention to detail

CRM experience

Problem solving

Tools

Salesforce Service Cloud

Job description

Chalhoub Group in Dubai seeks a Customer Support & Case Management specialist to respond to inquiries across calls, emails, WhatsApp and live chat, owning cases from start to finish. You will document interactions in Salesforce and coordinate with internal teams to deliver fast, accurate resolutions.

The role emphasizes a customer-centric mindset, effective communication, and adherence to SLAs in a dynamic luxury retail environment, with opportunities to grow within a diverse, inclusive group.