LOCATION

Dubai, United Arab Emirates
Job Title:
Customer Service Ambassador - Luxury Retail
Job Description
The Luxury brand ambassador position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through other social channels depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client’s product or services.

ESSENTIAL FUNCTIONS/CORE RESPONSIBILITIES

As a Luxury brand ambassador, you will:

• Handle inbound and outbound requests via multiple channel (phone, e-mail, mail, live chat, social channels, WhatsApp…)
• Curate unforgettable, personalized experiences for high‑net‑worth clients
• Maintain broad knowledge of client products and/or services
• Exceed sales and CRM targets while fostering long‑term client relationships
• Leverage your deep product knowledge—materials, craftsmanship, heritage—to advise and inspire
• Maintain utmost discretion and professionalism in every interaction
• Collaborate seamlessly with the team to uphold brand standards across all touchpoints
• Support on ecommerce related enquiries for all sites in the region
• Respond to after-sales related questions(basics only) o
• Transfer calls/e-mails to the appropriate department as needed and follow-up to closure
• Have the brand culture and knowledge to respond with service excellence to all types of questions
• Have the knowledge of scripts/templates/processes and tools to get the right information to best respond to the clients’ requests
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database

CAREER FRAMEWORK ROLE

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.