Company Description
CGL – Retail Services is the retail marketing division of the Clemenger Group. With our two market-leading brands, Creative Activation and Clemenger Field Marketing, we offer unparalleled Sales growth for our clients via merchandising, sales teams, brand promoters, store trainers, mystery shopping and auditing.
Clemenger Group is an endorsed Work180 employer of choice, recognised for our commitment to helping women thrive by raising workplace standards.
Job Description
We are searching for a confident and detail-focused Customer Service & Validation Coordinator to join our Customer Experience (CX) team
Working in a fast-paced and KPI-driven environment, this role is critical to the successful delivery of our Mystery Shopping and Auditing programs. You will be responsible for both job fulfilment and validation of mystery shopping reports to ensure high-quality outcomes for our clients.
You will be joining a close-knit team that supports each other and works collaboratively in a high-energy environment.
The role is offering 20-30 hours per week across a seven day roster
Roles and Responsibilities
* Ensure all Mystery Shopping and Auditing jobs are filled on time to meet client deadlines
* Validate mystery shopping and audit reports for accuracy, consistency and quality
* Manage daily workforce planning across job filling and validation targets
* Provide clear, constructive feedback and coaching to mystery shoppers to improve report quality
* Respond to shopper and validation enquiries in a timely and professional manner
* Work closely with Client Service Managers to support program delivery and client expectations
* Take a solution-focused approach to problem solving using a WIN/WIN mindset
* Assist in minimising resubmits, revisits and operational costs while maintaining service quality
Essential Criteria
* Ability to work under pressure with tight deadlines
* High attention to detail and strong quality control mindset
* Confident, proactive and solutions-focused attitude
* Strong written and verbal communication skills
* Ability to manage competing priorities and adapt to changing workloads
* Basic to intermediate Excel skills
* Previous experience in customer service, operations, validation, retail, call centre or administrative roles preferred
What's Next?
If you feel you have the right attitude and skills to succeed, apply today!
Please note only shortlisted candidates will be contacted.