Supervisor - Customer Care

Supervisor – Customer Care job details in Amman

The role is organized around five areas: brand servicing, platform and system operations, customer case management, campaign support, and reporting with continuous improvement. It sits between frontline care agents, brand teams, retail and eCommerce teams, and reports risks to the Manager.

Responsibilities

• Tracks service delivery across the brand portfolio, watching SLAs and resolution quality and flagging risks to the Manager
• Handles Tier 2 brand escalations, coordinating frontline agents, brand teams and other stakeholders
• Oversees customer cases end to end, covering triage, assignment, ageing and resolution within SLAs, and works down backlogs through root-cause analysis
• Operates customer engagement platforms, checking profiles, transactions and the POS, eCommerce and CRM integration feeds, and escalates technical issues with clear business impact
• Executes and quality-checks manual account adjustments and goodwill gestures within approved guidelines and authority matrices
• Maintains brand playbooks, SOPs and configuration records, supports onboarding of new brands and markets, and pursues automation ideas such as WhatsApp chatbots and knowledge-base solutions
• Prepares agent briefing notes and FAQs for campaigns and validates campaign results against expected volumes
• Produces daily, weekly and monthly reports and keeps manual interventions within financial control, fraud prevention and data privacy requirements, including GCC and Jordanian regulations

Requirements

• Previous experience in customer service, customer experience or operations management
• Proven experience in team supervision, coaching and performance management
• Strong problem-solving skills for complex customer escalations
• Experience with Loyalty Management Systems, CRM systems, customer service platforms or operational management tools
• Analytical, reporting and organizational skills
• Communication and stakeholder management skills, with the ability to manage multiple priorities
• Proficiency in English and Arabic

Preferred qualifications

• Customer service or operations experience gained in retail, eCommerce or a multi-brand environment

Benefits

• A benefits package the listing describes as competitive, including health care and a child education contribution
• Flexible working policies with remote options
• Exclusive employee discounts
• Learning and development opportunities and internal mobility

About Chalhoub Group

Chalhoub Group has operated in the Middle East for over seven decades as a luxury retailer. Its portfolio covers more than 10 owned brands and over 400 international names in fashion, beauty, jewellery, watches, eyewear and art de vivre. It runs more than 950 stores alongside online platforms and mobile apps, and employs over 16,000 people across eight countries in the Middle East.