Customer Care – Team Leader
Chalhoub Group
Total years of experience :10 years, 3 Months
Chalhoub group
Chalhoub Group is a leading partner for luxury across the Middle East for over 60 years. By blending the Middle East expertise, deep understanding of the local customer and intimate knowledge of luxury, they are dedicated to making every customer experience unforgettable.
• Managed high-end brands such as Dior Couture, Parfums Christian Dior, D&G, Christian Louboutin, Chanel beauty
• Create better modes of operations to make customer care easier for both team members and customers
• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
• 50% of the time is spent observing the performance of team members and listen to their calls through a call recorder to identify their strengths and weaknesses and therefore provide coaching and training if necessary.
• Deal with the most difficult customers in a quick, willing, and professional manner, aiming to turn negative situations into a positive outcomes and using available resources to solve problems.
• Identify ways to personalize the experience of every customer, whenever possible.
• Ensuring that set daily KPIs of the team are met such as GOS, ACR, FTR along with CSAT is always at 4 or higher.
The Luxury Closet is GCC's leading Dubai-based luxury marketplace to buy and sell authentic designer items like handbags, clothes, watches, and jewelry. Backed by investors like Middle East Venture Partners, Wamda Capital, Two Four 54 - Abu Dhabi and Dubai Silicon Oasis Authority.
• Managed VIP sellers of luxurious products.
• Achieved client relationship targets and KPI’s as set by the direct manager.
• Provide clients with excellent experience and facilitate client retention by building strong customer relationships.
• Identify and resolve every customer service inquiry or problem occurring after-sales by communicating proactively with customers.
• Work closely with merchandising team to fulfill clients’ needs with the budget allocated to achieve sales target.
Santia Consulting are one of the world’s largest corporate risk management companies, specializing in health & safety, quality and environmental consultancy and training. Clients include Dubai Municipality, Dubai Creative Clusters, Dubai Sports City, Knowledge & Human Development Authority, Road Traffic Authority, various Government Universities including UAEU & AURAK, Mubadala, Musanada, Jumeirah Group, Shell & Petrofac.
• Greeting clients courteously and professionally with a pleasing personality while Attending to their requirements diligently.
• Resolved customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to the management.
• answering, screening, and forwarding incoming phone calls in a courteous and professional manner.
• Responsible for issuing invoices, inputting purchase orders and new supply forms for a large-scale organization.
• Responsible for maintaining databases, responsible for setting up the company’s social media page.
• Listened to customer needs and preferences to provide accurate advice.
• Delivered exceptional customer services to strengthen customer loyalty.
• Supported the telesales team in back-office activities with customers.