Customer Care Consultant

About the role

Chalhoub Group, a luxury retailer with over 10 owned brands and more than 950 stores, is hiring a Customer Care Consultant. The role handles customer interactions across all channels, delivers personalized service aligned with luxury standards, and supports sales and assisted-selling opportunities.

Key responsibilities

• Handle customer interactions across Voice, Email, WhatsApp, Live Chat and Social Media, delivering timely, accurate and personalized responses.
• Provide a seamless omnichannel experience with continuity across touchpoints.
• Manage and document interactions in Salesforce Service Cloud, with a focus on First Contact Resolution.
• Identify and act on sales and assisted-selling opportunities, including Pay-by-Link, product recommendations and cross-sell.
• Escalate complex or sensitive cases while keeping customer confidence intact.
• Meet KPIs for quality, productivity, sales contribution and service levels; flag pain points and process gaps for improvement.

Required profile

• Previous experience in Customer Care or Contact Center environments.
• Experience in luxury retail, fashion, beauty or e-commerce is highly preferred.
• Proven experience managing end-to-end customer journeys (orders, delivery, returns, refunds).
• Ability to work in a fast-paced, KPI-driven environment.

Required skills

• Hands-on experience with multiple digital and voice channels.
• Salesforce Service Cloud (case management)
• Genesys (telephony and omnichannel platform)
• Sprinklr (social media engagement and case handling)
• Strong written and verbal communication, commercial mindset, empathy and problem-solving.

What we offer

• Learning and development opportunities and internal mobility.
• Health care, child education contribution and remote and flexible working policies.
• Exclusive employee discounts.