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    Customer Care Supervisor - Riyadh, المملكة العربية السعودية - Chalhoub Group

    Chalhoub Group
    Chalhoub Group Riyadh, المملكة العربية السعودية

    تم العثور عليها في: Talent SA C2 - منذ 5 أيام

    Chalhoub Group background
    دوام كامل
    وصف
    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

    As a Customer Care Supervisor in KSA, you will have a critical role in not only providing exceptional customer service but also in identifying trends, areas of improvement, and unlocking the potential of the Saudi Arabian market.

    This position involves proactively analyzing customer interactions to provide insights that enhance customer care services and support organizational growth & retention in the KSA market.


    KSA Customer Issue Resolution:

    • Handle escalated customer issues and provide solutions to complex problems specific to the KSA market across multiple brands and Customer Care Channels.
    • Ensure excellent customer service while addressing customer inquiries and complaints related to Saudi Arabia.
    • Personalize experiences according to Saudi consumer behaviors.

    Quality Assurance:

    • Monitor customer interactions, such as phone calls, emails, chats, and in case of in-person interactions, to ensure quality standards are met for KSA customers.
    • Provide weekly reports to the Customer Care manager highlighting trends and action plans per touch point.
    • Assist in developing and conducting training programs for customer care consultants with a focus on KSA customer concerns.
    • Identify areas for improvement and collaborate with the relevant stakeholders/brands.
    • Designing and driving campaigns to boost CSAT and overall ratings.

    Reporting and Analysis:

    • Generate and analyze reports related to customer care performance for KSA customers, including KPIs and team productivity.
    • Provide insights and recommendations to improve customer care operations specific to Saudi Arabia.
    • KSA Voice of Customer report design and maintenance.

    Process Improvement:

    • Identify areas for process improvement and efficiency enhancement in handling KSA customer inquiries and issues.
    • Collaborate with the management team to implement changes to enhance customer service quality in the KSA market.
    • Work closely with key stakeholders to improve the customer journey and overall experience (such as WH team, Country managers, retail managers, last mile, logistics, omnichannel ops )
    • Managing customer satisfaction survey inputs by engaging with customers to understand their feedback and identify areas for improvement.
    What you ll need to succeed
    Previous experience in a customer service role with a focus on serving customers.
    Strong leadership and supervisory skills.
    Excellent communication and interpersonal abilities.

    Desired Candidate Profile




    Education:
    Any Graduation()


    Gender:
    nm


    Nationality:
    Saudi Arabian
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