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

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