Supervisor - Customer Care Dyson

Chalhoub Group
Dubai
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Coaching","Stakeholder management","Customer-centric resolution","Analytical skills"]

Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp, and Social channels, ensuring service excellence and SLA achievement. Coach and motivate a team of Customer Care Advisors, manage schedules for coverage, and handle customer escalations with timely, customer-centric resolutions. Monitor KPIs (Service Level, Quality, Productivity, CSAT, NPS, Backlog) and drive continuous improvement. Coordinate with the KSA Service Centre and cross-functional teams, ensuring compliance and reporting.

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Chalhoub Group
Chalhoub Group
3 days ago

Supervisor - Customer Care Dyson

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

Job Summary

Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp, and Social channels, ensuring service excellence and SLA achievement. Coach and motivate a team of Customer Care Advisors, manage schedules for coverage, and handle customer escalations with timely, customer-centric resolutions. Monitor KPIs (Service Level, Quality, Productivity, CSAT, NPS, Backlog) and drive continuous improvement. Coordinate with the KSA Service Centre and cross-functional teams, ensuring compliance and reporting.
Location: Dubai
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels to ensure service excellence and SLA achievement.
  • •Coach, develop and motivate a team of Customer Care Advisors through feedback, quality monitoring and performance reviews.
  • •Plan and manage team schedules to ensure coverage and operational efficiency across all customer service channels.
  • •Manage customer escalations and ensure timely, customer-centric resolutions.
  • •Monitor and analyse operational KPIs and drive continuous improvement initiatives; prepare operational reports and performance insights.

Pay and Benefits

Perks:Health InsuranceRemote WorkChild Education

Key Requirements

  • •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.
  • •Excellent communication skills in English; Arabic is a must.
Experience:Customer CareContact CentreOmnichannelLuxury retail
Education:Bachelor's
Skills:LeadershipCoachingStakeholder managementCustomer-centric resolutionAnalytical skills
Languages:EnglishArabic
Tech Stack:SalesforceGenesysMicrosoft ExcelCRMCustomer engagement platforms

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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