Hiring: Customer Care Supervisor | Chalhoub Group

Customer Care Supervisor

Description

As a Customer Care Supervisor, you will be responsible for leading and managing a customer care team to ensure the highest standards of service are met. Your role will focus on resolving escalated customer issues, improving processes, and tracking performance metrics to ensure optimal service delivery. You will play a key role in mentoring your team, facilitating their development, and ensuring their success.

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Positions:

Customer Care Supervisor

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Responsibilities

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.

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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.
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

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What We Offer:

Competitive benefits package, including healthcare, child education contributions, and exclusive employee discounts.
Remote and flexible working options.
Career development opportunities with exposure to different roles and internal mobility within the Group.
A culture of inclusion and diversity, ensuring equal opportunity for all applicants, regardless of gender, age, race, religion, national origin, or disability status.

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.

About Company:

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.

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How to Apply?

To be considered for any career position at Chalhoub Group, please apply through the application form or send your updated CV in Word or PDF format to Here

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Hiring: Customer Care Supervisor | Chalhoub Group | Latest Jobs in Dubai 2024