Senior Supervisor- Customer Care

INSPIRE | EXHILARATE | DELIGHT

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work.

To keep the innovation journey going, the Group has set up “The Greenhouse”, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

What You'll Be Doing

We are seeking a dedicated and proficient Customer Care Supervisor responsible for overseeing a team to ensure optimal customer service and adherence to performance standards. The primary responsibilities include managing the team, ensuring Key Performance Indicators (KPIs) are consistently met, and maintaining high-quality service delivery.

Team Management

• Supervise and mentor the customer care team to ensure efficient operations and the achievement of performance goals
• Conduct Regular performance reviews and provide feedback
  
  

Issue Resolution

• Oversee the resolution of complex customer issues escalated from frontline team members
• Ensure that escalations are addresses promptly and effectively
• Analyze root causes of recurring issues and implement preventive measures
  
  

Process Improvement

• Monitor and evaluate current customer care processes
• Identify areas of improvement and work with management to implement changes
• Develop and document best practices for the team
  
  

Reporting and Analysis

• Track and analyze key performance metrics
• Prepare and present reports on team performance and customer satisfaction
• Use data to drive decision making and improvements
  
  

Collaboration

• Work closely with other departments to resolve cross-functional issues
• Participate in strategic planning to align customer care with company goals
  
  

Team development and growth

• Identify training needs, facilitate development opportunities and support career growth
  
  

Concierge Oversight

• Supervise and ensure the smooth operation of the concierge service, providing high-end service to customers and addressing their needs effectively.
  
  

What You’ll Need To Succeed

• Proven experience in a customer service or technical support role.
• Excellent managerial and leadership skills to oversee and guide a team effectively.
• Exceptional communication and interpersonal abilities.
• Fluency in Arabic and English
• Proficiency in generating accurate reports and managing data with precision.
• Ability to analyze KPIs and take corrective actions as required.
• Commitment to quality service delivery and continuous improvement
  
  

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.