Customer Care Team Lead

Job description / Role

Who we are

Chalhoub is the leading luxury retailer in the Middle East. With more than 700 stores, 300 brands, and 60 years of experience in the region, we are the premier destination for luxury goods. To fuel the next stage of the organization's growth, we are looking to develop a world-class digital and e-commerce capability. Building on our strong data foundations, we are looking to create an agile and truly customer-centric organization to deliver significant growth. We are looking for top talent to join us on this journey.

The role

The Customer Care Team Lead is directly responsible for the performance of the frontline team to maintain a high level of service for all Chalhoub brands.

The role is customer experience-oriented and will involve creating and building relationships with our customers through managing their inquiries and preferences, as well as handling the waiting list.

What you'll be doing

- Ensure the delivery of an outstanding shopping experience to every customer contact via any offered communication channel (walk-in, phone, email, online chat).
- Identify ways to personalize the experience of every customer, whenever possible.
- Deal with the most difficult customers in a quick, willing, and professional manner, aiming to turn negative situations into positive outcomes and using available resources to solve problems.
- Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.
- Keep the team motivated and focused in the right direction at all times by identifying coaching & training needs through daily call coaching.

Requirements

What you'll need to succeed

- You are customer-centric and people-oriented.
- You are diplomatic.
- You possess leadership skills.
- You are results-oriented and proactive.
- You possess excellent communication skills.

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.

Our Group offers the opportunity to support careers that may span different teams, different job roles, 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 that includes health care, life insurance, child education contribution, and 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.