Mystery Shopper Job Description
This is an example of a Mystery Shopper job description for a reference when building your resume. Analyze the qualifications and requirements listed to get an understanding of what you need to include on your resume for what employers would look for in this field.
SUMMARY:
A Mystery Shopper, also known as a Secret Shopper, is an individual hired by companies to evaluate the quality of their products and services discreetly. Mystery Shoppers pose as regular customers and visit stores, restaurants, hotels, or other establishments to assess various aspects of the customer experience. Their primary objective is to provide unbiased feedback to the company regarding their performance, customer service, and compliance with company standards. Mystery Shoppers play a critical role in helping businesses improve their operations and customer satisfaction.
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FUNCTIONAL DUTIES:
- Mystery Shopping Assignments:
- Receive mystery shopping assignments from a mystery shopping agency or directly from companies.
- Guidelines and Objectives:
- Review the specific guidelines and objectives of each mystery shopping assignment before visiting the establishment.
- Discreet Observations:
- Pose as a regular customer and discreetly observe various aspects of the customer experience, such as product quality, service standards, cleanliness, and staff behavior.
- Customer Interaction:
- Engage with employees as a customer, asking questions or seeking assistance as required to assess their knowledge, friendliness, and professionalism.
- Purchase and Transactions:
- Make purchases or interact with services as needed to evaluate the entire customer journey.
- Report Preparation:
- Document the observations and experiences during the mystery shopping visit in a detailed and objective manner.
- Timely Submission:
- Submit the completed mystery shopping report within the designated timeframe specified by the employer.
- Professionalism:
- Maintain professionalism throughout the mystery shopping process and avoid disclosing the identity of being a mystery shopper.
- Confidentiality:
- Ensure strict confidentiality of the mystery shopping assignments and results.
- Communication:
- Communicate effectively with the mystery shopping agency or company to clarify any questions or concerns about the assignment.
REQUIREMENTS:
- Education and Experience:
- A high school diploma or equivalent is typically required.
- Previous experience as a Mystery Shopper or in a customer service role is advantageous but not always necessary.
- Observation Skills:
- Strong observation skills to take note of specific details and evaluate the customer experience accurately.
- Attention to Detail:
- Meticulous attention to detail to accurately record observations and experiences during the mystery shopping visit.
- Communication Skills:
- Effective written and verbal communication skills to prepare clear and detailed reports.
- Objectivity:
- Remain unbiased and objective while evaluating the establishment’s performance.
- Reliability:
- Be reliable and punctual in completing mystery shopping assignments within the specified timeframe.
- Discretion:
- Exercise discretion and maintain anonymity as a mystery shopper to ensure accurate evaluations.
- Time Management:
- Efficient time management skills to complete multiple mystery shopping assignments promptly.
Mystery Shoppers play a crucial role in helping companies assess their customer service, identify areas for improvement, and enhance their overall operations. Their observations and feedback contribute to improved customer satisfaction and business success.
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