Customer Care Consultant

About the role

The Customer Care Consultant will be the primary point of contact for Chalhoub Group’s 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 or sensitive cases while maintaining customer confidence.
• Consistently meet or exceed KPIs related to quality, productivity, sales contribution, and service levels.

Required profile

• Strong communication skills with a professional, empathetic, and solution‑oriented approach.
• Ability to work in a fast‑paced luxury retail environment and adhere to brand tone of voice.
• Proactive mindset to identify sales opportunities during customer interactions.
• Commitment to meeting defined performance metrics and compliance standards.

Required skills

• Proficiency with Salesforce Service Cloud.

What we offer

• Opportunity to work for a leading luxury retailer with a strong focus on innovation and sustainability.
• Exposure to a diverse, multicultural environment across more than 950 stores and digital platforms.
• Professional development within a globally recognized brand.