Customer Care Consultant - Emiratization

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work® certification in several markets. Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040. Role Overview This is a full-time position based in our office in JAFZA, Jebal Ali. The work structure consists of 9:30 AM–6:30 PM or 1:00 PM–10:00 PM shifts on a weekly AM/PM rotation. 5 days a week (2 days can be remote after the first 3 months) + 2 days off. The Customer Care Consultant is responsible for managing and resolving complex customer cases that require advanced investigation, cross-functional collaboration, and specialized operational knowledge. The role also supports continuous improvement initiatives by identifying recurring issues, documenting processes, and driving operational excellence across the Customer Care function. The successful candidate will work with some the globally renowned brands such Faces, Swarovski, Lacoste, and Guess, managing and resolving customer cases as part of the Customer Care team. Key Responsibilities: - Manage and resolve escalated customer cases across all supported channels, ensuring timely and accurate resolutions. - Conduct detailed investigations by collaborating with internal departments and external partners. - Handle sensitive complaints and high-priority escalations requiring advanced decision-making. - Act as the primary liaison between Customer Care and internal functions including E-Commerce, Warehousing & Fulfillment, Logistics, Finance, Retail Operations, Brand Teams, and Digital & Product Teams. - Provide subject matter expertise and guidance to frontline Customer Care Advisors. - Support business continuity during operational incidents by coordinating resolutions and communicating updates. - Identify recurring pain points and recommend process improvements; assist in developing SOPs, knowledge articles, and process documentation. - Monitor case queues, ensure SLA adherence, and prepare reports and Root Cause Analysis (RCA) documentation where required. - Ensure all customer interactions and case updates are accurately documented within Salesforce Service Cloud. What you'll need to succeed - Strong analytical, investigative, and decision-making skills. - Excellent written and verbal communication skills. - Strong stakeholder management and interpersonal skills. - High attention to detail, with ownership and accountability. - Ability to work independently while managing multiple priorities and collaborating across teams. - Adaptability and resilience under pressure, with a continuous improvement mindset. What we can offer you With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day. We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts. Using GenAI in Your Application Process To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking,