Customer Care Consultant – Emiratization (Luxury Brands)

About the role

The Customer Care Consultant will join Chalhoub Group’s dedicated Customer Care team, supporting premium luxury brands such as Faces, Swarovski, Lacoste and Guess. Based in JAFZA, Jebel Ali, the role works on a rotating shift schedule and focuses on handling complex, high‑priority customer cases across multiple channels.

Key responsibilities

• Manage and resolve escalated customer cases across all supported channels, ensuring timely and accurate outcomes.
• Conduct detailed investigations by collaborating with internal departments (E‑Commerce, Warehousing, Fulfilment, Logistics) and external partners.
• Handle sensitive complaints and high‑priority escalations that require advanced decision‑making.
• Act as the primary liaison between Customer Care and cross‑functional teams to drive swift resolutions.
• Identify recurring issues, document processes and contribute to continuous improvement initiatives.

Required profile

• Proven experience handling escalated customer inquiries in a call‑center or customer‑service environment.
• Strong analytical abilities to investigate complex cases and coordinate with multiple stakeholders.
• Excellent communication skills in English; ability to interact professionally with customers and internal teams.
• Flexibility to work rotating shifts (morning or evening) and adapt to a hybrid work model after three months.

Required skills