Customer Care Consultant

Responsibilities

• Manage and resolve escalated customer cases across all supported channels
• Conduct detailed investigations by collaborating with internal departments and external partners
• Handle sensitive complaints and high-priority escalations
• Act as the primary liaison between Customer Care and internal functions including E-Commerce, Logistics, and Finance
• Provide subject matter expertise and guidance to frontline Customer Care Advisors
• Identify recurring pain points and recommend process improvements
• Monitor case queues, ensure SLA adherence, and prepare Root Cause Analysis (RCA) documentation
• Ensure all customer interactions are accurately documented within Salesforce Service Cloud

Requirements

• Strong analytical, investigative, and decision-making skills
• Excellent written and verbal communication skills
• Strong stakeholder management and interpersonal skills
• High attention to detail with ownership and accountability
• Ability to work independently while managing multiple priorities
• Adaptability and resilience under pressure

About the Company

Chalhoub Group has been a partner and creator of luxury experiences in the Middle East for over seven decades, managing a portfolio of owned and distributed international luxury brands.