Analyst/Retail Consumer Operations

e& UAE

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