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Job description / Role
Customer Service
The Customer Service Department within Alshaya focuses on both internal and external customers and has the aim of enhancing customer experience in our stores.
Our Mystery Shopping Program measures Cleanliness & First Impressions, Service Quality, Till Experience, Product Knowledge, Selling Skills and Telephone Skills, the results of which provide a benchmark that is used to improve and enhance customer service within the company.
Our new Contact Center within the Customer Care Department acts as a focal point for internal and external customers to connect with the company. Through multiple touch-points such as in-store phones, email, and even SMS services, this will bring us much closer to our customers and turns their feedback into action plans to continually improve our service levels.
The Role:
Responsible for the daily running and management of Measurement Centre unit of the Customer Care Department through the effective use of resources.
Responsibilities:
* Oversee the daily operations of the Measurement team and delegate team responsibilities.
* Manage MC team including SLA's, workload, motivation, training and appraisals.
* Develop a clear understanding of SHOPPIE standards and Customer Service offering.
* Forecast and analyze Mystery Shopping data on quarterly basis.
* Accountable for Mystery Shoppers filtration, training, scheduling and package distribution.
* Responsible for orientating, hiring and for ensuring that the Mystery Shoppers hold the correct capabilities to evaluate our stores.
* Approach all Mystery Shopping matters in an unbiased and professional manner.
* Update and communicate to the regional manager on SHOPPIE visit status.
* Report incidents pertaining to store/Alshaya policies and procedures to the concern operation for an immediate action.
Requirements
* A Diploma or Degree in related field is desired.
* Excellent command over Arabic and English language is required.
* At least 4 years equivalent work experience in retail or consumer related market is required.
* Previous supervisory experience highly preferred
* Customer focus
* Excellent communication
* Presentation and Reporting skills (Verbal and written)
* Strong analytical, problem solving, and interpersonal skills.
* Self directed and excellent organizational skills
About the Company
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.