Customer Service Ambassador - Luxury Retail- Arabic and English Speaker

Job Title

Job Description

Essential Functions And 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

Candidate Profile

• 3–5 years of experience in luxury retail, upscale hospitality, or high-end customer service
• Fluent in English; (B2 , C1 level + ) Arabic (and other languages) are strong assets
• University degree - background in the timepiece and jewelry industry, and/or in luxury items would be an added advantage
• Proficient with CRM or POS systems—able to track and enhance customer engagement
• Exceptional interpersonal skills, emotional intelligence, and passion for luxury
• Highly presentable, with a keen eye for detail and professional composure
• Tolerance for repetitive work in a fast-paced, high production work environment
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Recruiter Enter The Applicable Language

Philippines

• Minimum of two years of college education with at least six to twelve months of call center
• Ability to think clearly and can explain difficult issues effectively, both above average written and verbally
• Demonstrate product expertise
• Basic computer navigation skills and computer knowledge
• Ability to train others

India

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

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