drjobs Mystery Shopper العربية

Mystery Shopper

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1 Vacancy
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Jobs by Experience drjobs

Not Mentionedyears

Job Location drjobs

Al Qatif - Saudi Arabia

Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Nationality

Saudi Arabian

Gender

N/A

Vacancy

1 Vacancy

Job Description

Roles and responsibilities

1. Conducting Store Visits

  • Scheduled Visits: Carry out visits to designated locations according to a predetermined schedule, ensuring to follow specific instructions regarding timing and interactions.
  • Interaction with Staff: Engage with employees as a regular customer would, assessing their behavior, knowledge, and adherence to company policies.

2. Evaluating Customer Experience

  • Service Quality Assessment: Evaluate the quality of service received, including friendliness, helpfulness, and efficiency of the staff.
  • Product Availability: Check for the availability of products and whether the store is well-stocked.
  • Store Presentation: Observe the cleanliness, organization, and overall presentation of the store or service environment.

3. Observing Compliance

  • Company Standards: Ensure compliance with company standards, policies, and procedures, such as promotional displays, customer service protocols, and safety regulations.
  • Legal Compliance: Monitor compliance with any relevant legal requirements, such as health and safety standards or age restrictions.

4. Collecting Data and Information

  • Detailed Reporting: Record detailed observations and experiences during each visit, noting specific interactions, behaviors, and overall impressions.
  • Documentation: Take notes and, where applicable, photographs to provide evidence of findings that support the assessment.

5. Reporting Findings

  • Completing Reports: Fill out comprehensive reports based on observations, including scoring or rating systems as required by the client or organization.
  • Providing Feedback: Submit feedback on staff performance, customer service quality, and any areas needing improvement.

6. Maintaining Confidentiality

  • Discretion: Conduct assessments without revealing the mystery shopper's identity as an evaluator to ensure genuine interactions and results.
  • Confidential Reports: Handle all information related to the mystery shopping assignments confidentially, sharing insights only with authorized personnel.

7. Following Instructions

  • Specific Assignments: Adhere to the specific guidelines provided for each assignment, including any particular aspects to observe or questions to ask during the visit.
  • Feedback on Guidelines: Provide feedback on the clarity and feasibility of the instructions received, helping improve future assignments.

8. Providing Insights for Improvement

  • Suggestions for Improvement: Offer constructive suggestions based on observations to help organizations enhance their customer service and operational practices.
  • Follow-Up Evaluations: Participate in follow-up evaluations as required to assess the implementation of recommended changes.

Desired candidate profile

1. Personal Attributes

  • Attention to Detail: A keen eye for detail to observe subtle aspects of customer service, store presentation, and compliance with standards.
  • Discretion: Ability to conduct assessments without drawing attention or revealing the identity as a mystery shopper.
  • Professionalism: A mature and professional demeanor to represent the mystery shopping program positively.

2. Communication Skills

  • Strong Verbal Skills: Ability to communicate effectively with staff and provide clear feedback in reports.
  • Good Written Skills: Proficiency in writing detailed and accurate reports that convey findings clearly and concisely.

3. Analytical Skills

  • Critical Thinking: Capability to assess situations and evaluate the quality of service critically, identifying areas of strength and opportunities for improvement.
  • Problem-Solving Skills: Ability to provide constructive feedback and suggest potential solutions based on observations.

4. Experience and Background

  • Customer Service Experience: Prior experience in customer service or retail environments is beneficial, as it provides a frame of reference for evaluating service quality.
  • Familiarity with Industry Standards: Knowledge of common customer service practices and standards relevant to the specific industry being evaluated (e.g., retail, hospitality).

5. Adaptability and Flexibility

  • Versatile: Ability to adapt to different store environments, products, and services.
  • Flexible Schedule: Willingness to work varying hours, including evenings and weekends, depending on the assignment requirements.

6. Organizational Skills

  • Time Management: Ability to manage time effectively to complete assignments within specified deadlines.
  • Record-Keeping: Capability to maintain organized notes and documentation throughout the assessment process.

7. Technological Proficiency

  • Basic Computer Skills: Proficiency in using computers, smartphones, and relevant software for reporting and documentation.
  • Familiarity with Survey Tools: Experience with online survey platforms or reporting tools may be advantageous.

8. Cultural Sensitivity

  • Cultural Awareness: Understanding of and sensitivity to diverse cultures and backgrounds, which can enhance interactions with staff and other customers.
  • Open-Mindedness: Willingness to approach evaluations without bias and recognize various service styles.

Employment Type

Full-time

Department / Functional Area

Marketing

About Company

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