Market Research Specialist - Customer Service

Alshaya

Kuwait

Ref: GP435-4100

Job description / Role

Employment: Full Time

Market Research Specialist - Customer Service - Kuwait

Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya. The Customer Care Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.

As a Market Research Specialist within Customer Service you will check, verify and ensure all Group Customer Service processes/programs are meeting customer expectations and are performed in compliance with documented procedures and standards. Your contributions will aid in establishing, maintaining and improving the Quality Management System based on the standards of ISO 9001, and you will see all updates to the QMS through to implementation both towards and alongside the standards of ISO 9001.

Specific responsibilities will include:
* Creating awareness of the procedures and ISO requirements through TENonTEN, procedure success books, Ask ISO, Ask ISO Quiz, etc.
* Establishing and maintaining controlling mechanism for Group Customer Service shared folder
* Liaising with managers and staff throughout the department to ensure that QMS is functioning properly
* Organising the management review meeting and highlighting Internal Audit findings to the management
* Contributing on establishing any other type of Management System and seeing it through to implementation and certification in case of other types of ISO certifications
* Monitoring performance and efficiency of GCS Projects / activities through gathering relevant data and producing statistical reports (GCS Activities Report).

Another aspect of the role will see you supporting the delivery of exceptional and consistent customer service by driving and increasing knowledge and overall awareness in Social Media. In particular, you will support in creating a clear understanding of Alshaya standards for Social Media and Customer Service Offering. To facilitate this, you will:
* Communicate with the Social Media management through emails, meetings, weekly / monthly reports
* Create a two way feedback loop with the Social Media Team to have a better understanding of the same and Group Customer Service standards
* Measure overall service quality and compliance.
* Develop a quality control performance evaluation program that at a minimum will consist of scheduled monitoring of calls, and customer interactions

Requirements

* Minimum 6 years of experience with minimum 2 years' in Customer Service
* Possess good communication, interpersonal and leadership skills
* Strong presentation skills
* Experience in developing customer service survery's
* Social Media Experience.

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.

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