Consultant Customer Care – Level Shoes

Consultant Customer Care – Level Shoes Job Overview

This Consultant Customer Care – Level Shoes opportunity is presented for job seekers looking for Consultant Customer Care – Level Shoes Jobs. The role is associated with Dubai and the stated employer is Chalhoub. The information below has been reorganized into a practical format so candidates can review the position, responsibilities and stated requirements more easily.

Key Responsibilities

• It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps.
• 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 communication channels and operational systems.
• Core Competencies Customer-centric mindset.Strong communication and active listening.Empathy and emotional intelligence.Ownership and accountability.Problem-solving and sound judgment.Attention to detail.Teamwork and collaboration.Adaptability and resilience.Ability to work effectively under pressure.Proactive approach to customer follow-up and resolution.Willingness to learn and continuously develop.

Qualifications and Skills

• INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East.
• 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.
• It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps.
• Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet.
• 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.

What Job Seekers Should Know

Applicants should compare their experience and skills with the requirements stated for this Consultant Customer Care – Level Shoes position. Important details such as salary, benefits, working arrangements and eligibility are included only when they are provided in the available job information. Candidates should verify any changing employment details before applying.

Application Information

Review the complete requirements and prepare an accurate CV before applying. The application button on this page takes you to the application destination associated with this vacancy.