Customer Engagement Specialist

About the role

The Brau Customer Engagement Team handles all inbound and outbound communications for the brand. This role focuses on delivering exceptional service across multiple channels, ensuring every client interaction reflects the company’s high standards.

Key responsibilities

• Manage communications received via WhatsApp, Instagram, phone calls, email and online bookings.
• Develop and continuously improve customer engagement scripts.
• Respond to enquiries promptly, maintaining the team’s quality standards.
• Facilitate complaint resolution with professionalism and calmness.
• Manage and optimise the salon schedule.
• Achieve monthly sales targets.

Required profile

• Strong customer relationship management abilities.
• Ability to build trust‑based relationships with clients.
• Knowledge of the beauty industry and the treatments offered by Brau.
• Effective conflict‑resolution and complaint‑handling skills.
• Professional verbal and written English and Arabic.
• Excellent time‑management across multiple communication channels.
• High School Diploma or higher.
• Minimum 2 years experience in a contact‑center or customer‑service role for a luxury brand or within luxury beauty, hospitality, or medical environments.
• Fluent in both English and Arabic.

Required skills

• Proficiency with WhatsApp, Instagram, email and online booking platforms.