Quality Assurance Executive (Customer Service in E-comm) - Grandiose Ghassan Aboud Group FZE

Grandiose is a home-grown Retail chain giving its customers a different experience for shopping and dining in the UAE. The fast-growing premium grocery retailer is looking for a dynamic  Quality Assurance Executive (Customer Service) for our E-Commerce team in UAE

Job Summary:

Responsible for ensuring that all aspects of the eCommerce platform meet the highest standards of quality and functionality. This role involves testing and evaluating website features, product listings, and customer interactions to identify and resolve issues before they impact the customer experience.

Key Responsibilities:

• Live monitor eCom Operations across stores and ensure SLAs are being met
• Action and escalate eCom SLA breaches related to Operations and Last Mile.
• Handle aggregators escalations and resolve it with stores, operations and last mile
• Take charge of the stores customer complains and ensure satisfactory resolution and reporting
• Take proactive measures on to prevent customer complains when needed
• Lead the daily surveying and customer satisfaction reports
• Receive and resolve customers queries, escalations and complains
• Work as a single point of contact of live support for pickers, drivers, partners and customers
• Order outsource adhoc resources of last mile when required according to process
• Attend to customer communication channels over Hotline, Online Chat, Email, WhatsApp and Tickets
• Maintain complain records and reports for stores, staff, partners, etc
• Manage customers requests for order edits, orders support, returns, replacements, etc
• Conduct outbound surveys
• Take ownership of customer’s cases and follow up with concerned departments till resolution.

1. Quality Assurance
2. Customer Service
3. Customer satisfaction
4. E-Comm Live operations monitoring
5. Escalations and complain handling