Luxury Client Concierge - English/Arabic

<p><strong>Job Title<br><br></strong>Customer Service Ambassador - Luxury Retail- Arabic and English Speaker</p><p><strong>Job Title<br><br></strong>Customer Service Ambassador - Luxury Retail- Arabic and English Speaker<br><br><strong>Job Description<br><br></strong>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.<br><br><strong>Essential Functions/Core Responsibilities<br><br></strong>As a Luxury brand ambassador, you will:<br><br><ul><li>Handle inbound and outbound requests via multiple channel (phone, e-mail, mail, live chat, social channels, WhatsApp...)</li><li>Curate unforgettable, personalized experiences for high‑net‑worth clients</li><li>Maintain broad knowledge of client products and/or services</li><li>Exceed sales and CRM targets while fostering long‑term client relationships</li><li>Leverage your deep product knowledge—materials, craftsmanship, heritage—to advise and inspire</li><li>Maintain utmost discretion and professionalism in every interaction</li><li>Collaborate seamlessly with the team to uphold brand standards across all touchpoints</li><li>Support on ecommerce related enquiries for all sites in the region</li><li>Respond to after-sales related questions(basics only) o</li><li>Transfer calls/e-mails to the appropriate department as needed and follow-up to closure</li><li>Have the brand culture and knowledge to respond with service excellence to all types of questions</li><li>Have the knowledge of scripts/templates/processes and tools to get the right information to best respond to the clients' requests</li><li>Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)</li><li>Participate in activities designed to improve customer satisfaction and business performance</li><li>Offer additional products and/or services</li><li>Track, document and retrieve information in call tracking database<br><br></li></ul>Candidate Profile<br><br><ul><li>3–5 years of experience in luxury retail, upscale hospitality, or high-end customer service</li><li>Fluent in English; (B2 , C1 level + ) Arabic (and other languages) are strong assets</li><li>University degree - background in the timepiece and jewelry industry, and/or in luxury items would be an added advantage</li><li>Proficient with CRM or POS systems—able to track and enhance customer engagement</li><li>Exceptional interpersonal skills, emotional intelligence, and passion for luxury</li><li>Highly presentable, with a keen eye for detail and professional composure</li><li>Tolerance for repetitive work in a fast-paced, high production work environment</li><li>Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner</li><li>Able to rotate shifts, as needed</li><li>Based on location and/or program, additional experience/skills may be required</li><li>Job requirements may vary by country and will not contravene any local laws<br><br></li></ul>Career Framework Role<br><br>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.<br><br>Supplemental Geographical Information<br><br><strong>Recruiter Enter The Applicable Language<br><br></strong>UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION<br><br>PHILIPPINES<br><br><ul><li>Minimum of two years of college education with at least six to twelve months of call center</li><li>Ability to think clearly and can explain difficult issues effectively, both above average written and verbally</li><li>Demonstrate product expertise</li><li>Basic computer navigation skills and computer knowledge</li><li>Ability to train others<br><br></li></ul>INDIA<br><br><ul><li>Ability to effectively communicate, both written and verbally</li><li>Listen attentively to customer needs and concerns; demonstrate empathy</li><li>Clarify customer requirements; probe for and confirm understanding of requirements or problem</li><li>Confirm customer understanding of the solution and provide additional customer education as needed</li><li>Ability to learn including strong problem solving skills</li><li>Demonstrate strong probing and problem solving skills</li><li>Should be able to handle complex queries</li><li>Should be able to resolve customer queries independently<br><br></li></ul>Disclaimer<br><br>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhau