Customer Care Supervisor

About the role

We are seeking a dynamic Supervisor for our Customer Care team at Chalhoub Group, a leading luxury retailer in the Middle East. The role involves leading, coaching and developing a team of consultants to deliver exceptional, luxury‑standard service across all channels.

Key responsibilities

• Lead, coach and engage a team of customer care consultants and senior consultants, fostering ownership and continuous improvement.
• Conduct regular one‑to‑ones, performance reviews and feedback sessions aligned with individual development plans.
• Own and drive operational KPIs such as SLA, productivity, quality, resolution rates, CSAT, conversion and sales contribution.
• Use data and insights to identify performance gaps, root causes and implement corrective action plans.
• Ensure consistent adherence to brand tone of voice, service standards and experience guidelines across all channels.
• Promote a selling‑in‑service mindset, identifying upsell, cross‑sell and assisted sales opportunities.

Required profile

• Proven experience leading customer service or contact‑center teams in a fast‑paced environment.
• Strong analytical mindset with ability to translate data into actionable improvements.
• Excellent communication and coaching skills, with a focus on luxury brand standards.
• Commercial orientation and ability to drive revenue‑generating initiatives.

Required skills