Operations and Administration Executive at Armada Human Capital

Role Summary

This role is key to ensuring smooth operations of the client’s business. As they are in the customer experience industry, it is imperative that you are ready to go above and beyond what is required to ensure client satisfaction, referrals and retention. They are a game-changing startup, providing a service all businesses require to increase sales, reduce churn and keep their database growing. Our Client’s pillars are going the extra mile, innovation and win-win solutions for all involved. They go the extra mile to deliver usable customer feedback, innovative solutions and services that keep our mystery shoppers engaged and our clients in business.

Key Responsibilities

• End to end management of programs and projects

• Program/project definition, planning and set up on mystery shopping software
• Questionnaire development
• Identify and select the team to be involved
• Logistics and coordination
• Shopper training material preparation and dissemination
• Follow-up to conclusion
• Reporting and presentation

• Prepare client proposals
• Client invoicing and payment follow-up
• Bulk payment platform management
• Plan, implement and oversee mystery shopper recruitment activities
• Manage marketing activities for mystery shopper and client recruitment drives including press, social media, activations etc.
• Keep the mystery shopper data base active
• Search for and respond to open and closed tenders
• Manage social media pages
• Manage client relations to meet the agreed performance objectives, measures and to ensure all customers receive prompt, friendly and correct service in accordance with their needs.
• Data organization, storage and management
• Response to calls and enquiries on different channels
• Any other duties assigned

Personality

• Highly organized and structured
• Market research knowledge and experience
• Excellent presentation skills - attention to detail and creative
• Sales experience in any field/industry
• Good etiquette – spoken, written and demeanor
• Technologically competent
• Solution driven
• Proactive
• Good at multitasking
• Has integrity
• Good understanding of social media for business
• Can think inside and outside the box
• Confident
• Respectful
• Smart and interested in personal growth and development
• Not complacent - always looking for ways to do things faster and better
• Adaptable
• Operates under minimal supervision
• Good in providing feedback and reports
• Must be available to work occasional nights, holidays and weekends
• Comfortable operating in a fast paced, deadline driven environment