Customer Service Coordinator


General Information


Company:
Zaatar W Zeit
Job Type:
Marketing
Location:
Lebanon
Date Posted:
Jan 19, 2017
Salary:
Unspecified
Employee Type:
Full-Time Employee
Gender:
Both

Description


JOB ROLE:

Responsible for handling feedback, distributing it efficiently & following-up on actions taken to build up service excellence & consumer loyalty. Interacts with external consumers (mystery shoppers) to evaluate internal customers through a questionnaire of service and food standards.


DUTIES SUMMARY:

-Sets criteria to select credible mystery shoppers
-Evaluates credibility for relationship continuity with mystery shoppers
-Tracking customer’s visits throughout the year for efficient recruitment for all mystery shoppers
-Provides rules and regulations to assure objectivity regarding any detected nonconformity
-Tracks basic information on report (name of team member, check number, ordered items, time of visit / delivery / take away / dine in)
-Corrects mystery shoppers reports and checks notes regarding negative feedback and not applicable
-Conducts monthly reports analysis
-Refers to shoppers regarding any discrepancies and missing information
-Sends reports to operations on daily basis
-Ensures proper monitoring of on-going reports
-Checks complaints and nonconformities (applies to regular and previous credible customers)
-Updates mystery Shopper manual and related documentation according to our service standards
-Ensures proper follow-up on plate presentation updates, CRM, service steps or any changes regarding products of any of the 3 brands

REQUIRED SKILLS (EXPERIENCE AND EDUCATION) & COMPETENCIES:


-Bachelor Degree in Business Administration, Hospitality/Marketing.
-0 - 1 year of professional experience in customer service / hospitality / marketing
-Microsoft Proficiency
-English & French Proficiency
-Knowledge in CRM software is preferable

Company Profile