Trainee Customer Care

About the role

As a Trainee Customer Care representative at Chalhoub Group, you will support luxury brand customers across multiple channels, delivering personalized service that reflects the group’s high standards.

Key responsibilities

• Handle inbound and outbound customer interactions via voice, email, WhatsApp, live chat and social media.
• Provide accurate, timely responses while maintaining the brand’s tone of voice.
• Document all contacts in Salesforce Service Cloud and aim for first‑contact resolution.
• Identify sales and assisted‑selling opportunities, promoting initiatives such as Pay‑by‑Link and product recommendations.
• Escalate complex cases appropriately while preserving customer confidence.
• Meet and exceed KPIs related to quality, productivity, sales contribution and service levels.

Required profile

• Strong communication skills with a professional, empathetic approach.
• Ability to work in a fast‑paced, luxury retail environment.
• Attention to detail and adherence to internal processes and compliance.
• Motivation to learn and develop within a multinational organization.

Required skills

• Experience using Salesforce Service Cloud for case management.

What we offer

• Exposure to a leading luxury retailer operating over 950 stores and digital channels.
• Opportunities for professional growth within an innovative, diversity‑focused culture.
• Training and mentorship through the group’s Greenhouse innovation hub.