Consultant Customer Care - Level Shoes

Chalhoub Group
Dubai
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer-centric mindset","Communication","Active listening","Empathy","Problem-solving","Sound judgment","Ownership","Accountability","Adaptability","Resilience","Teamwork","Attention to detail","Ability to work under pressure"]

Handle customer inquiries for Level Shoes across calls, emails, WhatsApp, and live chat, following SLAs and customer care standards. Manage cases from first contact to resolution for orders, deliveries, returns, refunds, exchanges, and product availability, ensuring clear updates and accurate documentation in Salesforce Service Cloud. Coordinate with backline, operations, logistics, and store teams, meet KPIs, escalate sensitive issues, and support queue coverage during peak periods.

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FursaFursa
Chalhoub Group
Chalhoub Group
23 hours ago

Consultant Customer Care - Level Shoes

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Handle customer inquiries for Level Shoes across calls, emails, WhatsApp, and live chat, following SLAs and customer care standards. Manage cases from first contact to resolution for orders, deliveries, returns, refunds, exchanges, and product availability, ensuring clear updates and accurate documentation in Salesforce Service Cloud. Coordinate with backline, operations, logistics, and store teams, meet KPIs, escalate sensitive issues, and support queue coverage during peak periods.
Location: Dubai
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to customer inquiries across calls, emails, WhatsApp, and live chat within SLAs and customer care standards.
  • •Manage customer inquiries covering orders, deliveries, returns, refunds, exchanges, product information, and availability.
  • •Own customer cases from initial contact through resolution, providing timely updates and professionally handling complaints with empathy.
  • •Document and categorize all customer interactions and case updates accurately in Salesforce Service Cloud.
  • •Coordinate with backline, operations, logistics, and store teams to resolve end-to-end customer issues and follow up on pending cases.

Pay and Benefits

Perks:Health InsuranceRemote WorkEmployee Discounts

Key Requirements

  • •Strong customer service and problem-solving skills.
  • •Excellent written and verbal communication skills.
  • •Ability to manage multiple customer interactions and priorities in a fast-paced environment.
  • •Strong attention to detail and accurate case documentation.
  • •Experience using a CRM or customer care platforms; Salesforce Service Cloud experience is preferred.
Skills:Customer-centric mindsetCommunicationActive listeningEmpathyProblem-solvingSound judgmentOwnershipAccountabilityAdaptabilityResilienceTeamworkAttention to detailAbility to work under pressure
Tech Stack:Salesforce Service CloudCRMWhatsAppLive chatEmail

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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