Supervisor - Customer Care Dyson

FashionUnited; Dubai; On-site; AED 180,000 - 240,000; 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 Senior Customer Care Lead to oversee day-to-day operations across Voice, Email, Live Chat, WhatsApp and Social channels, ensuring SLA achievement and KPI performance. You will coach a team, plan schedules, and handle escalations while collaborating with cross-functional teams to enhance the customer experience.

You’ll lead post-sales processes, provide insights for decisions, and contribute to a high-performing, customer-centric operation in a luxury retail

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.
• 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 Salesforce Service Cloud and customer engagement platforms (Genesys) is preferred.
• Strong proficiency in Microsoft Office, particularly Excel and PowerPoint, with experience in reporting, data analysis, performance tracking and presentation development.

Responsibilities

• Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels, ensuring SLA achievement, monitoring key operational KPIs (Service Level, Quality, Productivity, CSAT, NPS and Backlog), and driving continuous improvement.
• 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.
• 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.
• Lead post-sales operational processes by validating cases, ensuring documentation accuracy, coordinating with internal teams and external partners, and driving the timely resolution of complex service requests.
• Prepare operational reports and provide performance insights to support business decisions.

Skills

Leadership

Customer Care

Team Coaching

Stakeholder Management

SLA & KPI Monitoring

English

Arabic

Salesforce Service Cloud

Genesys

Microsoft Office

Education

Bachelor's degree in Business Administration

Tools

Salesforce Service Cloud

Genesys

Microsoft Office

Job description

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work® certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What you\'ll be doing

• Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels, ensuring SLA achievement, monitoring key operational KPIs (Service Level, Quality, Productivity, CSAT, NPS and Backlog), and driving continuous improvement.
• 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.
• 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.
• Lead post-sales operational processes by validating cases, ensuring documentation accuracy, coordinating with internal teams and external partners, and driving the timely resolution of complex service requests.
• 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 Salesforce Service Cloud and customer engagement platforms (Genesys) is preferred.
• Strong proficiency in Microsoft Office, particularly Excel and PowerPoint, with experience in reporting, data analysis, performance tracking and presentation development.

What we can offer you

• With us,you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
• We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employeediscounts.

Using GenAI in Your Application Process

To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.