Customer Relation Officer

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MANAGEMENT
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Job description C.X officer ( Call center):

 

1-      Supervise day-to-day activities (managing 800 – Toll free number, analyzing customer feedback).

2-      Analyze information gathered from customers to gain better customer insights that will assist operation in improving Customer Experience.

3-      Develop Daily, weekly and monthly reports.

4-      Coordinating with concerned Dept. till customer’s feedback is closed.

5-      Follow up with customers to make sure they are satisfied.

6-      Follow up with concerned Dept. on action plans when needed.

7-      Assist operations in retrieving CX Data when needed.

8-      Analyze the customer data and provide customer insights to Operations.

9-      Ensure proficiency in and dealing with customers thru Phone or in Written.

10-   Manage customer service representative:

a.       Make sure they are live at all time.

b.       Make sure they talk in a professional courteous way to customers.

c.       Make sure they communicate issues on a timely manner to stores and Depts.

d.       Make sure they follow on complaints till closed.

 

 

Job description C.X officer ( Store Visits):

 

1-      To conduct unannounced scored store visits, which provide an assessment of the customer experience based on Shawarmer’s standards.

2-      evaluate the 5 key drivers of customer satisfaction: accuracy, friendliness, speed of service, quality and cleanliness.

3-      Provides Operations with visit report that will help them improve the service.

4-      Follow up with Operations to have an action plan when needed.

5-      Conduct a follow up scored visit, to make sure that all opportunities have been fixed.

6-      Prepare monthly reports to be shared with management to help them identify opportunities and improve service.

7-      Coordinate with Store managers if they C.X assistance, Coaching.

8-      Make sure that the front-counter employees are aligned with company service standards.

 


Qualifications:

 

1-      Coordination skills

2-      Communication skills

3-      Microsoft office skills.

4-      Bilingual.

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