Customer Care Consultant – Emiratization (Dubai)

About the role

The Customer Care Consultant – Emiratization will join Chalhoub Group’s Customer Care team in JAFZA, Dubai. Working on a rotating shift schedule, the role focuses on handling complex, high‑priority customer cases for luxury brands such as Faces, Swarovski, Lacoste and Guess. You will act as a key point of contact for escalated issues, ensuring swift and accurate resolutions while supporting continuous improvement initiatives.

Key responsibilities

• Manage and resolve escalated customer cases across all channels, meeting service level targets.
• Conduct detailed investigations by collaborating with internal departments and external partners.
• Handle sensitive complaints and high‑priority escalations that require advanced decision‑making.
• Serve as the primary liaison between Customer Care and functions such as Operations, Logistics, and Brand teams.
• Identify recurring issues, document processes and contribute to operational excellence initiatives.

Required profile

• Proven experience in handling escalated customer service cases in a fast‑paced environment.
• Strong analytical and investigative abilities to resolve complex issues.
• Excellent communication skills and the ability to work cross‑functionally.
• Flexibility to work rotating AM/PM shifts and occasional remote days after the onboarding period.

Required skills