Customer Care Consultant

About the role

As a Customer Care Consultant at Chalhoub Group, you will be the primary point of contact for luxury customers across multiple channels. You will deliver personalized, high‑quality service that reflects the brand’s premium standards while supporting revenue‑generating initiatives.

Key responsibilities

• Handle inbound and outbound interactions via Voice, Email, WhatsApp, Live Chat, and Social Media.
• Provide accurate, timely, and brand‑aligned responses, ensuring a seamless omnichannel experience.
• Document all interactions in Salesforce Service Cloud with a focus on First Contact Resolution.
• Identify and act on assisted‑selling opportunities, including Pay‑by‑Link, product recommendations, and cross‑sell.
• Escalate complex cases appropriately while maintaining customer confidence.
• Consistently meet KPIs related to quality, productivity, sales contribution, and service levels.

Required profile

• Professional, empathetic, and solution‑oriented attitude.
• Strong communication skills with the ability to adapt tone to luxury brand standards.
• Ability to work under defined processes and compliance requirements.

Required skills

• Proficiency with Salesforce Service Cloud.

What we offer

• Opportunity to work with a leading luxury retailer in the Middle East.
• Exposure to a diverse portfolio of over 400 international luxury brands.
• Inclusive, people‑at‑heart culture with a focus on diversity, equity, and inclusion.