Consultant – Customer Care (Level Shoes)

Position Overview & Role Purpose:

Are you a customer-obsessed luxury retail or client relations specialist looking to join the world’s ultimate destination for luxury footwear and accessories? Chalhoub Group is seeking a dedicated Consultant – Customer Care to represent Level Shoes in Dubai, United Arab Emirates.

In this high-touch customer experience role, the Consultant – Customer Care – Level Shoes is responsible for delivering personalized, high-end support across omnichannel touchpoints (phone, live chat, email, messaging apps, and social platforms). You will act as a trusted brand ambassador, handling luxury product inquiries, order tracking, returns, VIP client styling assistance, and post-purchase follow-ups. Working closely with store teams, e-commerce operations, and logistics partners, you will ensure every client interaction reflects Level Shoes’ ultra-luxury hospitality standards.

About Level Shoes & Chalhoub Group:

Level Shoes is the world’s largest luxury footwear and accessories retail concept, spanning over 96,000 square feet in The Dubai Mall alongside a thriving global e-commerce platform. Part of Chalhoub Group—the leading partner for luxury across the Middle East for over six decades—Level Shoes offers a curated collection of world-renowned designer brands, bespoke concierge services, and personal shopping experiences. Chalhoub Group provides an inspiring, diverse workplace with extensive professional development, luxury brand training, and career progression pathways.

Key Responsibilities & Client Care Operations:

1. Luxury Client Service & Multi-Channel Engagement:

– Respond promptly, professionally, and empathetically to client inquiries across omni-channel platforms including phone, email, live chat, WhatsApp, and social channels.

– Provide expert product advice, sizing guidance, luxury designer collection details, and personalized styling recommendations to elevated clientele.

– Manage end-to-end e-commerce order management tasks, including order status updates, payment processing support, delivery tracking, and return/exchange requests.

– Handle high-value client concerns, complaints, or service delivery delays with tact, discretion, and quick conflict-resolution skills.

2. Cross-Functional Coordination & Retention Building:

– Collaborate closely with boutique teams, e-commerce fulfillment centers, and courier partners to resolve order discrepancies or expedite VIP deliveries.

– Log, track, and follow up on client feedback and service tickets using CRM system tools to maintain complete history and high First Contact Resolution (FCR) rates.

– Identify opportunities to cross-sell, up-sell, and recommend complementary designer items to elevate average order value and enhance client loyalty.

– Assist in maintaining client database records to support personal shopping initiatives, special event invitations, and VIP retention programs.

3. Process Improvement & Quality Standards:

– Adhere strictly to Chalhoub Group customer experience standards, brand tone of voice, and corporate data protection guidelines.

– Participate in regular luxury service workshops, product knowledge training sessions, and e-commerce platform update briefings.

– Provide valuable insights and recurring client feedback trends to team leaders to support continuous service design improvements.

Qualifications, Required Experience & Core Competencies:

– Academic Credentials & Languages:

* High School Diploma or Bachelor’s Degree in Hospitality Management, Fashion Marketing, Business Administration, or a related field.

* Professional fluency in written and spoken English is mandatory; fluency in Arabic, French, or Russian is a significant advantage in luxury retail care.

– Required Experience & Industry Expertise:

* Minimum 2 to 3 years of experience in luxury customer care, high-end concierge support, personal shopping, or premium hospitality call center operations.

* Strong working knowledge of luxury fashion, designer footwear brands, e-commerce workflows, and retail supply chains.

* Practical proficiency in Customer Relationship Management (CRM) tools (e.g., Salesforce, Zendesk), ERP platforms, and ticketing systems.

– Personal Attributes & Soft Skills:

* Exceptional active listening, emotional intelligence, discretion, and problem-solving abilities.

* Flexibility to work shift rotations, including weekends and public holidays, in line with retail operational demands.

Compensation & Benefits Package:

– Competitive, tax-free basic salary package tailored to experience in Dubai, UAE.

– Annual performance-based bonus eligibility.

– Comprehensive medical and health insurance coverage for employee and dependents.

– Annual home leave flight ticket allowance to point of origin.

– End-of-service gratuity as per UAE Labor Law.

– Exclusive staff discounts across Chalhoub Group’s extensive portfolio of luxury fashion, beauty, and lifestyle brands.

– Access to Chalhoub Retail Academy programs and continuous global career development opportunities.