Customer Care Trainee

About the role

Join Chalhoub Group as a Customer Care Trainee in Amman, supporting luxury brands across multiple communication channels. You will deliver personalized, high‑quality service that reflects the Group’s luxury standards and contribute to seamless omnichannel experiences.

Key responsibilities

• Handle customer interactions via Voice, Email, WhatsApp, Live Chat and Social Media.
• Provide timely, accurate and personalized responses aligned with luxury service standards.
• Ensure continuity across touchpoints to deliver a seamless omnichannel experience.
• Document all interactions in Salesforce Service Cloud with a focus on First Contact Resolution.
• Maintain a professional, empathetic and solution‑oriented approach in every engagement.
• Identify and act on sales and assisted‑selling opportunities during interactions.
• Support revenue‑generating initiatives such as Pay‑by‑Link, product recommendations and cross‑sell.
• Escalate complex or sensitive cases appropriately while preserving customer confidence.
• Consistently meet and exceed KPIs related to quality, productivity, sales contribution and service levels.
• Adhere strictly to internal processes, compliance requirements and luxury brand guidelines.

Required profile

• Professional demeanor with strong empathy and solution‑orientation.
• Ability to work under defined KPIs and meet quality and productivity targets.
• Comfort communicating across multiple digital channels.
• Interest in luxury retail and delivering premium customer experiences.

Required skills

• Salesforce Service Cloud