Supervisor- Customer Care

About the company

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

Your tasks

Brand Servicing Operations

• Support day-to-day service delivery across the brand portfolio, monitoring SLAs, service quality, and resolution performance, while highlighting potential risks to the Manager.
• Handle Tier 2 brand escalations, acting as the key point of coordination between frontline agents, brand teams, and relevant stakeholders to ensure timely resolution.
• Execute and maintain brand-specific operational playbooks, including process flows, escalation procedures, compensation guidelines, and tone-of-voice standards to ensure consistency with each brand's positioning.
• Support dedicated brand servicing teams in maintaining high service standards and delivering a premium customer experience.
• Support the onboarding of new brands and markets into the servicing model, including operational briefings, SOP development, and go-live readiness.

Customer Platform & System Operations

• Act as the first point of contact for the operational management of customer engagement platforms and internal systems, ensuring accurate customer profiles, account information, transactions, and service-related activities.
• Execute and quality-check manual account adjustments, customer account updates, service-related transactions, and goodwill gestures in line with approved guidelines and authority matrices.
• Monitor daily platform performance, system processes, and integration feeds with POS, eCommerce, and CRM systems, escalating technical issues to the relevant teams with clear supporting details and business impact.
• Maintain operational configuration records to ensure that system updates, service rules, and process changes are properly documented and traceable.

Customer Case Management & Escalations

• Oversee customer case management activities end to end, including case triage, assignment, ageing management, and resolution within agreed SLAs.
• Handle Tier 2 escalations relating to customer account discrepancies, transaction issues, service requests, account updates, and system-related concerns.
• Act as the escalation point between frontline care agents, retail and eCommerce teams, and relevant internal functions, ensuring seamless coordination and timely resolution.
• Monitor and manage case backlogs, ensuring ageing cases are addressed proactively and recurring issues are resolved through root-cause analysis.

Campaign & Customer Engagement Support

• Support the operational readiness and execution of customer engagement initiatives, promotional activities, seasonal campaigns, and service-related offerings, including pre-launch validation, agent briefings, live monitoring, and post-campaign reconciliation.
• Prepare and communicate agent-facing briefing notes, FAQs, and service scripts ahead of campaign launches or operational changes to ensure frontline teams are fully informed.
• Validate campaign execution and outcomes against expected volumes, identifying and escalating any operational discrepancies or unusual trends.

Reporting, Analytics & Governance

• Prepare daily, weekly, and monthly operational reports covering case volumes, contact drivers, SLA performance, transaction adjustments, service activities, and quality scores.
• Ensure all manual interventions and operational activities comply with internal financial controls, fraud prevention guidelines, and data privacy requirements, while supporting internal audit requests with accurate documentation.
• Uphold data protection standards across all customer information handling activities in accordance with applicable GCC and Jordanian regulations and Group policies.

Continuous Improvement

• Identify and drive opportunities for automation and self-service enhancements, including customer journeys through WhatsApp chatbots and knowledge-base solutions.
• Contribute to process redesign, SOP development, and operational playbook maintenance across customer engagement and brand servicing functions.

Requirements

What you’ll need to succeed

• Previous experience in customer service, customer experience, or operations management, preferably within retail, eCommerce, or a multi-brand environment.
• Proven experience in team supervision, coaching, and performance management.
• Strong problem-solving skills and the ability to manage complex customer escalations.
• Experience working with Loyalty Management Systems, CRM systems, customer service platforms, or operational management tools.
• Strong analytical, reporting, and organizational skills.
• Excellent communication and stakeholder management abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficiency in English and Arabic.

What we offer

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.

Other

Using GenAI in Your Application Process To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.

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.