Department Manager Customer Support Services

• Accomplish department objectives by supervising and organizing and monitoring the team of Mystery Shoppers. Ensure the site visits are allocated to each individual on a weekly basis Review and submit a written report detailing the shopping experience after each station visit conducted by the team. Disclose competing interests, including prior loyalty to or dislike of particular stores or products.
• Compile and analyse the feedback provided by team for different locations on the customer service, the general environment, and detail if specific standards are being met. Observe and determine factors that might require improvement.
• Optimize the resource allocation to ensure station network coverage. Complete operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.
• Controls expenses by gathering and submitting budget information, scheduling expenditures, monitoring variances, and implementing corrective actions.

Enhance Customer Support Experience

• Implement support best practices and processes. Provide management support for escalated customer issues. Objectively measure & report on customer support performance.
• Execute cyclical customer satisfaction surveys.
• Foster continuous learning across team. Set-up quality check measurements for Service Stations incl. guidelines, checklists and reporting. Ensure that daily progress of quality checks is properly conducted.
• Develop and audit quality assurance strategies to ensure the delivery of premium service – be an ambassador for ADD culture.
• Identify lapses in quality of customer support services provided and conduct root cause analysis with corrective and preventative action plans.
• Facilitate periodic calibration sessions with the team to ensure the consistency of ADD’s policies and procedures.