Customer Care Consultant - Emiratization

Chalhoub Group
Dubai
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Stakeholder management","Investigative skills","Attention to detail","Problem-solving"]

Manage and resolve complex, escalated customer cases across all supported channels, performing detailed investigations and coordinating with internal teams and external partners. Handle sensitive complaints and high-priority escalations, ensure SLA adherence, and document case updates accurately in Salesforce Service Cloud. Serve as the primary liaison between Customer Care and functions like e-commerce, logistics, finance, retail operations, and brand/digital teams while supporting continuous improvement through SOPs, RCA, and process documentation.

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Chalhoub Group
Chalhoub Group
1 month ago

Customer Care Consultant - Emiratization

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Last checked: 10 hours agoStatus: Live

Job Summary

Manage and resolve complex, escalated customer cases across all supported channels, performing detailed investigations and coordinating with internal teams and external partners. Handle sensitive complaints and high-priority escalations, ensure SLA adherence, and document case updates accurately in Salesforce Service Cloud. Serve as the primary liaison between Customer Care and functions like e-commerce, logistics, finance, retail operations, and brand/digital teams while supporting continuous improvement through SOPs, RCA, and process documentation.
Location: Dubai
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Manage and resolve escalated customer cases across all supported channels with timely, accurate outcomes.
  • •Conduct detailed investigations by collaborating with internal departments and external partners.
  • •Handle sensitive complaints and high-priority escalations requiring advanced decision-making.
  • •Act as the primary liaison between Customer Care and internal functions (e-commerce, warehousing & fulfillment, logistics, finance, retail operations, brand and digital/product teams).
  • •Ensure SLA adherence and documentation in Salesforce Service Cloud; monitor queues and produce reports/RCA where required.

Pay and Benefits

Perks:Health InsuranceRemote WorkEmployee Discounts

Key Requirements

  • •Strong analytical, investigative, and decision-making skills for complex customer cases.
  • •Excellent written and verbal communication skills for escalations and cross-functional coordination.
  • •Strong stakeholder management and interpersonal skills.
  • •High attention to detail with ownership and accountability.
  • •Ability to work independently while managing multiple priorities and collaborating across teams.
Skills:CommunicationStakeholder managementInvestigative skillsAttention to detailProblem-solving
Tech Stack:Salesforce Service Cloud

Company Brief

Chalhoub Group
Chalhoub Group is a Dubai-based family-owned luxury retail partner in the Middle East, operating owned and international brands across fashion, beauty, watches, jewellery and lifestyle with extensive omnichannel retail and distribution services.
Industry: Omnichannel Retail
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Dubai, United Arab Emirates
Founded: 1955
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Glassdoor: 4.0
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