In-Store Customer Experience Representative ( **Job Number:** IN-000014 ) **Description** **ABOUT THE COMPANY** AZADEA Group is a premier lifestyle retail company that owns and operates more than 40 leading international franchise concepts in fashion and accessories, food and beverage, home furnishings, sporting goods, multimedia and beauty and cosmetics across the Middle East and Africa spread across 13 countries overseeing more than 700 stores. **JOB PURPOSE** The In-Store Customer Experience Representative is responsible for facilitating and supporting customer experience activities, ensuring prompt and accurate assistance to maintain the highest standards of customer-centric service. **RESPONSIBILITIES** + Monitor, verify, and ensure the completion of all transfers, including incoming and outgoing items, as well as items placed on hold for customers, in coordination with all relevant parties such as stores and shop managers. + Greet and engage with each customer to ensure timely and compliant service by shop staff, ensuring a seamless shopping experience in line with quality and customer service standards. + Oversee the shop's customer experience and recommend corrective measures when necessary. + Collaborate with the management team to stay updated on product knowledge and any changes in company policies. + Maintain a high level of professionalism when interacting with clients and strives to establish a positive rapport with every caller. + Monitor and promptly respond to customer calls, requests, questions, and concerns related to specific products and services. Ensure responses align with both company policies and customer experience standards. + Maintain a customer database by accurately collecting and recording client information. Ensure that customer inquiries (such as transfers and on-hold requests), comments, and complaints are logged in compliance with GDPR regulations. + Motivate team members and partners with the training and development department to offer necessary support, including training and advancement opportunities, aimed at optimizing the customer experience to its highest level. + Collaborate with store managers and the customer experience department as needed to develop solutions for addressing customer complaints, including those related to billing issues, product problems, service questions, and general client concerns. **Qualifications** **LANGUAGE & TECHNICAL SKILLS** **Language Proficiency** + Fluency in English. **Technical Skills** + Proficiency in MS Office and shop/stock management tools. + Strong product knowledge across all departments. **Specific Expertise** + Strong product knowledge. **EDUCATION** Bachelor's degree in a related field. **EXPERIENCE** Two to four years of experience in Retail, or a similar role. **BEHAVIORAL COMPETENCIES** **Customer Focus** Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas. **Action Oriented** Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities. **Collaborates** Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input. **Drives Engagement** Creates a climate where people are motivated to do their best to help the organization achieve its objectives. For example, shares insight into the purpose of the work, involves others appropriately and gives them credit for their contributions. Praises the successes of others. **Nimble Learning** Learns through experimentation when tackling new problems, using both successes and failures as learning fodder. For example, relishes new or unusual problems; seeks others' input and experiments with own ideas. Easily learns the essence of difficult issues and concepts. Investigates and discusses own mistakes to learn from them. **Azadea Group is an Equal Employment Employer –** _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by relevant local laws._ **Organization** : Zara **Primary Location** : Qatar-Vendome Mall **Schedule** : Full-time **Unposting Date** : May 23, 2025, 3:59:00 PM **Req ID:** IN-000014