Supervisor - Customer Care

Chalhoub Group; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Chalhoub Group in Dubai, United Arab Emirates, is seeking a results-driven Lead for its Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels. You will coach a team of Advisors, monitor quality and KPIs, and drive continuous improvements to ensure service excellence and SLA achievement.

Responsibilities include scheduling, training, escalation management, and cross-functional collaboration with Retail, Logistics, E-Commerce and Brand teams to enhance the customer

Qualifications

• Bachelor's degree in business administration or a related field.
• 3+ years of experience in Customer Care or Contact Centre operations, including team leadership.
• Excellent communication skills in English; Arabic is a must.
• Experience with CRM (Salesforce) and customer engagement platforms (Genesys) preferred.

Responsibilities

• Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels.
• Coach and motivate a team of Customer Care Advisors through regular feedback, quality monitoring, and performance reviews.
• Plan and manage team schedules to ensure adequate coverage and operational efficiency across all channels.
• Identify training needs, support onboarding, and deliver coaching sessions to enhance capability.
• Manage customer escalations with timely, customer-centric resolutions and monitor KPIs to drive improvements.

Skills

Leadership

Coaching

Stakeholder management

Analytical skills

Communication

Education

Bachelor's degree in Business Administration

Tools

Salesforce

Genesys

Excel

Job description

Lead the day-to-day Customer Care operations across Voice Email Live Chat WhatsApp and Social channels ensuring service excellence and SLA achievement Coach develop and motivate a team of Customer Care Advisors through regular feedback quality monitoring and performance reviews Plan and manage team schedules to ensure adequate coverage and operational efficiency across all customer service channels Identify training needs support onboarding and deliver coaching sessions to enhance team capability and performance Manage customer escalations ensuring timely and customer-centric resolutions while delivering an exceptional customer experience Monitor and analyse operational KPIs Service Level Quality Productivity CSAT NPS and Backlog and drive continuous improvement initiatives Partner with the KSA Service Centre to ensure timely spare parts availability efficient repair turnaround times and seamless after-sales operations Collaborate with cross-functional teams including Retail Logistics Warehousing E-Commerce and Brand teams to improve customer experience and resolve operational challenges Ensure compliance with company policies service standards and customer care procedures Prepare operational reports and provide performance insights to support business decisions

What you'll need to succeed

Bachelor's degree in business administration or a related field. 3+ years of experience in Customer Care or Contact Centre operations, including team leadership. Strong leadership, coaching and stakeholder management skills. Experience managing customer escalations and driving service excellence. Good analytical skills with the ability to interpret performance metrics. Excellent communication skills in English; Arabic is a must. Experience with CRM (salesforce) and customer engagement platforms (Genesys) is preferred. Strong Microsoft Excel skills, including reporting, data analysis and performance tracking.