Senior Consultant – Customer Care

The Senior Consultant – Customer Care supports the delivery and continuous improvement of customer service across channels. Along with handling more complex enquiries, the role helps maintain service quality, coordinate escalations and share knowledge with colleagues. The focus is on solving customer problems, identifying repeated service gaps and ensuring that every case is handled with care, accuracy and accountability.

Job Overview

This position contributes to the customer, commercial or operational goals of Chalhoub Group. The successful candidate will carry out the responsibilities below while working with relevant colleagues and following established policies, standards and processes.

Key Responsibilities

• Manage complex or escalated customer cases and coordinate resolution with the relevant business teams.
• Provide clear guidance to colleagues on procedures, case handling and customer communication where needed.
• Monitor case progress, service trends and recurring issues, recommending practical improvements.
• Maintain high-quality records in customer care systems and ensure follow-up commitments are met.
• Support consistent service standards across digital and retail touchpoints and contribute to team knowledge sharing.

Requirements and Qualifications

• Experience in customer care or customer support, including handling complex issues or escalations.
• Strong written and verbal communication, investigation and conflict-resolution skills.
• Confidence managing sensitive cases, prioritising workload and engaging cross-functional stakeholders.
• Good digital literacy and a disciplined approach to documentation, data privacy and service procedures.

Skills and Competencies

The role needs judgement, ownership and the ability to balance customer needs with policy and operational constraints. Coaching, reporting or escalation experience is helpful, together with a continuous-improvement mindset. Candidates should communicate clearly, manage priorities responsibly and contribute to a respectful team environment. Attention to detail, reliability and a willingness to learn are important for delivering consistent results.

Employment Details

Location: Dubai, United Arab Emirates. The role is with Chalhoub Group. Compensation and final employment conditions should be confirmed during the hiring process.