Job Description

Service Quality Assurance

• Conducting visits and checking service standards at all assigned stores
• Conducting and reporting on Mystery Shopping and observation activities performed independently by the Service Ambassador
• Inspecting store infrastructure to ensure a comfortable shopping environment for customers at MR DIY stores
• Handling complaints in the store
• Collaborating effectively with the store team to ensure customers are treated with friendliness, professionalism, and in accordance with company service standards

Coaching, Counseling & Mentoring

• Developing a customer-centric culture across the organization, emphasizing the importance of customer satisfaction and advocacy in every store deployed
• Providing daily briefings to store staff across all shifts, including morning and afternoon briefings
• Greeting and exemplifying customer service while present in the store, including gathering customer insights, endorsing promotions, and reviewing customer surveys

Training

• Training and delivering customer service excellence training to store staff on all prepared materials

Sales

• Conducting daily sales in order to give an example to the store team

Reporting

• Preparing and analyzing daily, weekly, monthly, and quarterly activity reports
• Providing insights to customer service management and/or the store team to improve customer service processes, efficiency, or the quality of service provided to customers

Requirements

• Min. Diploma or Bachelor degree, any major
• Min. 2 years experience in Customer Service / CS Training / CS Quality from retail and related fields
• Good communication and reporting
• Willing to relocate following company needs
• Able to work in shifting hours