Omnichannel Customer Care Lead — Remote-Ready

Chalhoub Group; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Chalhoub Group is seeking a senior Customer Care Leader in Dubai to oversee operations across Voice, Email, Live Chat, WhatsApp and social channels. You will coach a team of Advisors, optimize coverage, and ensure service excellence with measurable KPIs.

The role requires a Bachelor's in business administration or related field, 3+ years in care operations with leadership, and fluency in English and Arabic.

Qualifications

• Bachelor's degree in business administration or related field.
• 3+ years in Customer Care or contact centre operations with team leadership.
• Strong leadership, coaching, and stakeholder management.
• Experience managing customer escalations and driving service excellence.
• Excellent communication in English; Arabic is required.
• Experience with CRM (Salesforce) and engagement platforms (Genesys).
• Strong Excel reporting and data analysis skills.

Responsibilities

• Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels, ensuring SLA achievement.
• Coach, develop and motivate a team of Customer Care Advisors through feedback, quality monitoring and performance reviews.
• Plan and manage team schedules for coverage and efficiency across channels.
• Identify training needs, onboard, and deliver coaching sessions to boost performance.
• Manage customer escalations with timely, customer-centric resolutions.

Skills

Leadership

Coaching

Stakeholder management

Customer escalations

Data analysis

Excel

English

Arabic

Education

Bachelor's degree in business administration or related field

Tools

Salesforce

Genesys

Microsoft Excel

Job description

Chalhoub Group is seeking a senior Customer Care Leader in Dubai to oversee operations across Voice, Email, Live Chat, WhatsApp and social channels. You will coach a team of Advisors, optimize coverage, and ensure service excellence with measurable KPIs.

The role requires a Bachelor's in business administration or related field, 3+ years in care operations with leadership, and fluency in English and Arabic.