Contact Centre Coordinator

Job description / Role

We are Chalhoub Group, a leading family business in the world of beauty, fashion and gifts. We have blended our Middle East expertise and intimate knowledge of luxury to offer service excellence to all our partners and a unique experience to all our customers for over 60 years

As we continue to grow, it's our vision to become a hybrid retailer, bringing luxury experiences to the fingertips of customers everywhere.

Our passionate teams drive our vision forward, without them, we couldn't create luxury experiences for our customers. Through opportunities, development and support, we empower each and every employee to achieve their career goals - and beyond. It's an exciting journey we're on, and one you could be part of.

As a Contact Centre Coordinator you will be responsible for confirming all website orders directly with customers. The He/ she will be also handling all customers' queries and complaints, liaising with warehousing and website teams to ensure timely delivery and manage customer expectations.

Key Areas of focus

Organizational

- Follow all relevant Division policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner

Operational

- Implement activities under close supervision Escalate complex problems to the relevant person to ensure case/issue is closed efficiently and in timely a manner
- Handle all chats on the website portal/ WhatsApp number and provide full information about offers, product
- information, accounts, stores, complaints
- Manage website orders (contact cash-on-delivery clients for order confirmation)
- Follow the end-to-end order process till its handled to the delivery supplier
- Follow shipments with the delivery company to minimize the returned shipments by pushing the delivery process
- Work closely with warehousing and website team to improve sales and customer service
- Ensure the legal and optimised use of customer data during and after interactions, treating personal information with integrity and respect
- Maximise opportunities to collect data via interactions, whether enrichment or new data
- Participate in relevant projects and community activities as and when needed

Requirements

Your Profile

- Prioritizing for Results & Operational Excellence Foundation
- Collaborating for Efficiency Foundation
- Drive, Entrepreneurship and Adaptability Foundation
- Communicating Effectively Foundation
- Developing and Managing Self-Awareness Foundation

What we can offer you

We will help shape your journey with us through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility.

Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

Amazing benefits

We recognize the value that you bring, and we strive to provide a competitive benefits package which includes health care, life insurance, child education contribution & exclusive employee discounts.

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.