Analyst Retail Consumer Operations

Job Description

Responsible for handling complaints related to any systems / hardware that are being used at stores and close coordination with support teams for an end-to-end solution of the issues. Also, responsible for certain back-end operations to enable the front-end staff for smooth customer journey inside the stores.

Responsibilities

• Answering calls on ROC helpline from 95+ retail store’s store managers & Duty managers, AMs & higher management
• Handling the inventory of different type of hardware worth AED 300K as backup for stores
• Handling complaints related to 15+ different applications along with any hardware issues faced in retail stores
• Coordination with support teams (IT, finances, marketing, vendors and internal sales operations & development teams) for the resolution of issues being faced by stores
• Making sure that calls ae answered within the defined service level
• Making sure that emails are responded back within defined SLA
• Escalation of unresolved complaints as per escalation matrix
• Provide timely feedback to stores about the complaints
• Monitor dashboards and proactively raise issues based on the alerts
• Daily, weekly, monthly reports for the activities handled
• Providing replacement hardware to stores as & when required
• Handling configuration of different systems which comes under ROC domain
• Immediate reporting of major outages to respective teams
• Managing staff access & rotation
• System testing for new rollouts by marketing & new functionality rollout in production environment
• Regular store visits to gather first hand feedback from staff and experience the on ground issues for escalation and resolution