Role Summary
This role is key to ensuring smooth operations of the client’s business. As they are in the customer experience industry, it is imperative that you are ready to go above and beyond what is required to ensure client satisfaction, referrals and retention. They are a game-changing startup, providing a service all businesses require to increase sales, reduce churn and keep their database growing. Our Client’s pillars are going the extra mile, innovation and win-win solutions for all involved. They go the extra mile to deliver usable customer feedback, innovative solutions and services that keep our mystery shoppers engaged and our clients in business.
Key Responsibilities
End to end management of programs and projects
Program/project definition, planning and set up on mystery shopping software
Questionnaire development
Identify and select the team to be involved
Logistics and coordination
Shopper training material preparation and dissemination
Follow-up to conclusion
Reporting and presentation
Prepare client proposals
Client invoicing and payment follow-up
Bulk payment platform management
Plan, implement and oversee mystery shopper recruitment activities
Manage marketing activities for mystery shopper and client recruitment drives including press, social media, activations etc.
Keep the mystery shopper data base active
Search for and respond to open and closed tenders
Manage social media pages
Manage client relations to meet the agreed performance objectives, measures and to ensure all customers receive prompt, friendly and correct service in accordance with their needs.
Data organization, storage and management
Response to calls and enquiries on different channels
Any other duties assigned
Personality
Highly organized and structured
Market research knowledge and experience
Excellent presentation skills – attention to detail and creative
Sales experience in any field/industry
Good etiquette – spoken, written and demeanor
Technologically competent
Solution driven
Proactive
Good at multitasking
Has integrity
Good understanding of social media for business
Can think inside and outside the box
Confident
Respectful
Smart and interested in personal growth and development
Not complacent – always looking for ways to do things faster and better
Adaptable
Operates under minimal supervision
Good in providing feedback and reports
Must be available to work occasional nights, holidays and weekends
Comfortable operating in a fast paced, deadline driven environment
