-Generate reports as needed and as per a set deadline based on the initiatives launched in the customer service department (i.e. mystery shopper, survey online...).
-Review and analyse the MS results in order to have a better overview of the shops status.
-Receive customers’ complaints and resolve them according to the set service guidelines and scenarios.
-Follow up on customers’ inquiries/complaints in order to enhance business performance.
-Keep a detailed log of all cases, record actions taken on the CRM system and share highlighted issues with the Customer Service Manager to decide on preventive actions to be taken accordingly.
-Analyze Shop Managers' inquiries to identify new initiatives and report them to the Customer Service Manager.
-Inform Shop Managers and other concerned parties of received complaints and unresolved cases.