Consultant Customer Care - Level Shoes

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. 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. Key Responsibilities Customer Support & Case Management - Respond to customer inquiries across calls, emails, WhatsApp, and live chat in line with defined Service Level Agreements (SLAs) and Customer Care standards. - Manage customer inquiries related to orders, deliveries, returns, refunds, exchanges, product information, availability, and other customer journey topics. - Take ownership of customer cases from initial contact through to resolution, ensuring customers receive clear and timely updates. - Handle customer complaints professionally and with empathy, escalating complex or sensitive cases to the appropriate team when required. - Ensure all customer interactions, actions, and case updates are accurately documented in Salesforce Service Cloud. - Maintain accurate case categorization and ensure all relevant fields and customer information are updated. - Handle Social Media inquiries when trained or assigned, maintaining the same brand tone, service standards, and quality across channels. Operational Support - Coordinate with Backline, Operations, Logistics, Store, MFC, and other relevant teams to support end-to-end customer issue resolution. - Follow up proactively on pending customer cases and ensure actions required from internal teams are completed within agreed timelines. - Support assigned off-queue operational tasks, including HCC, Damages, and the List. - Support the team during peak periods, campaigns, operational incidents, and increased contact volumes. - Follow established processes and escalation procedures to ensure consistent and accurate customer resolutions. Customer Experience & Quality - Deliver a personalized, professional, and customer-centric experience across every interaction. - Communicate clearly and confidently while maintaining the appropriate brand tone of voice. - Demonstrate empathy and active listening to understand the customer's needs and provide the most appropriate solution. - Maintain high standards of quality, accuracy, and attention to detail across all customer interactions. - Identify recurring customer pain points or process gaps and share feedback with the relevant team or management. - Stay up to date with policies, processes, products, promotions, customer journeys, and operational updates. Performance & Governance - Meet defined individual and team KPIs across productivity, quality, SLA, attendance, and other Customer Care performance measures. - Manage assigned queues and workload effectively while maintaining service and quality standards. - Adhere to Customer Care procedures, schedules, break management, and queue requirements. - Escalate customer-impacting issues, operational risks, or recurring concerns promptly to the relevant senior team member or management. - Participate in coaching, quality reviews, training sessions, and team meetings to continuously improve performance and knowledge. Skills & Competencies Technical Skills - Strong customer service and problem-solving skills. - Excellent written and verbal communication skills. - Ability to manage multiple customer interactions and priorities in a fast-paced environment. - Strong attention to detail and accuracy in case documentation. - Experience using CRM or Customer Care platforms; Salesforce Service Cloud experience is preferred. - Comfortable working across multiple digital communic

Customer Support & Case Management: Respond to customer inquiries across calls, emails, WhatsApp, and live chat in line with defined SLAs and Customer Care standards. Manage customer inquiries related to orders, deliveries, returns, refunds, exchanges, product information, availability, and other customer journey topics. Take ownership of customer cases from initial contact through to resolution, ensuring customers receive clear and timely updates. Handle customer complaints professionally and with empathy, escalating complex or sensitive cases as needed. Ensure all interactions and case updates are documented in Salesforce Service Cloud and properly categorized. Handle social media inquiries when trained, maintaining brand tone and service quality across channels. Operational Support: Coordinate with Backline, Operations, Logistics, Store, MFC, and other teams to support end-to-end resolution. Follow up on pending cases and ensure internal actions are completed within timelines. Support off-queue tasks (HCC, Damages, List) and assist during peak periods, campaigns, and incidents. Follow established processes and escalation procedures for consistent resolutions. Customer Experience & Quality: Deliver a personalized, professional, customer-centric experience across interactions. Communicate clearly with appropriate brand tone. Demonstrate empathy and active listening to understand needs and provide solutions. Maintain high standards of quality, accuracy, and attention to detail. Identify recurring pain points and share feedback with relevant teams. Stay updated on policies, processes, products, promotions, journeys, and updates. Performance & Governance: Meet individual and team KPIs across productivity, quality, SLA, attendance, and related measures. Manage queues and workload while maintaining service standards. Adhere to procedures, schedules, and break management. Escalate issues promptly to senior team members. Participate in coaching, quality reviews, training, and team meetings to continuously improve.