Service Quality Measurement Officer - Alshaya in Dubai

Job Title: Service Quality Measurement Officer - Customer Care - UAE
Business Unit: Head Office
Division: Customer Care
Brand: Multiple
Country: United Arab Emirates
Location: Dubai (U.A.E.)

The Division:

The Customer Care Department within Alshaya focuses on both internal and external customers and has the aim of enhancing customer experience in our stores through maintaining Service Quality Assurance.

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.

We also listen to our most important stakeholder – the customers who visit our stores. In order to enhance their shopping experience, we aim to understand their satisfaction levels and ways to improve it. Our Customer Satisfaction Survey aims to capture this vital information directly from our customers.

Our 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:

A Service Quality Measurement/Customer Care Officer's role is based mainly on internal customer support. The officer needs to deal with queries and run the mystery shopper program primarily - which includes sourcing, scheduling, deploying, debriefing and validating, assisting the Area Managers with the running of the division and bring about new initiatives to solve issues.

The role will also require the officer to prepare store reports based on the customer satisfaction surveys – which involves both quantitative and qualitative elements. Collecting direct feedback from customers in the field may also be required from time to time.
Responsibilities:

Interview and recruit potential candidates for the Mystery Shopping programme.
Train Mystery Shoppers on standards follow up on reports and information.
Take full responsibility of Mystery Shoppers enquiries and requests.
Check, verify and accept visits uploaded by the Mystery Shoppers in accordance to visit recording (Audio).
Study and respond to feed backs received from stores.
Create and maintain accurate files, reports and update trackers.
Evaluate service performance of Mystery Shoppers.
Create and communicate closure report.
Carry out relevant research as required and directed by the Line Manager.
Build and maintain good internal and external networks.
Meet team objectives and performance measures as per the Service Level Agreement.
Ensure that the stores are provided with the comprehensive feedback from their customers in the form of customer satisfaction reports in a timely manner

Skills and Experience:

Good communication skills in English is a must
Good communication skills in Arabic is preferred
Excellent Computer skills required, PowerPoint and Excel is a must
Excellent data mining and attention to detail skills required
Must be a people's person and must possess initiative to come up with new ideas
Background in Quality Assurance or Market Research will be given preference

Deadline: 08/04/2013
How to Apply:
http://careers.alshaya.com/careers/alshaya/VacancyDetail.aspx?PageID=0062&VacancyID=56708