Customer Care Development Specialist

at Chalhoub Group
Location Dubai, United Arab Emirates
Date Posted September 8, 2021
Category Customer Service / Reservations / Telecalling
Job Type Full-time

Description

Customer Care Development Specialist

Dubai

 

Who we are

 

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

 

To fuel the next stage of our growth we are looking to build a world class team.  From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations.  We are looking for top talent to join us on this journey of exploring new horizons together.

 

What you will be doing

 

The Customer Care Development Specialist is responsible to Drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programmes (such as CSAT, NPS, CES, ICCC and MSP) and identify process gaps to create a more seamless experience whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the Customer Care department.

 

The role is primary customer experience oriented and will involve creating and building relationships with all internal /External stakeholders to enhance and improve the service we offer to our customers.

 

 

 

Ensure relevant skills and competencies in each of the customer care units and CC personnel are effectively trained to an acceptable standard to achieve service excellence by collaborating with the L&D team to conduct training module , skills verification (tests) when required to validate service Excellence standards.

Work with the CC Team Leads to provide coaching and training to customer care staff with the objective of upgrading their skills level.

Support the CC Team Leads in the administration and monitoring of the quality auditing function of team leaders to ensure the achievement and maintenance of service quality objectives.

Work closely with the Head of the Customer Care and CC Team leads on career progression planning for CC personnel.

Ensure a good relationship with our third party outsourced.

Responsible of calibrating the service between external and internal customer care staff.

Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.

Ensure to keep client confidentiality and company policies for data protection and security at all times.

Ensure that the in-house processes and procedures are adhered to at all times

Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.

 

 

What you'll need to succeed

 

Customer Support Policies, Standards and Procedures

Customer Support Systems

Flexible attitude and positive approach

Self-motivated, proactive and energetic

Team player

Leadership skills

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.  To view all our perks and benefits, click here.