About the Company
Ipsos is a world leader in market research, delivering reliable information and true understanding of society, markets and people. We serve clients in over 100 countries, providing a full suite of research solutions to help businesses make smarter decisions. Our global team is dedicated to providing accurate, relevant, and actionable insights that drive growth and success for our clients. We believe in the power of data and observation to uncover hidden truths and shape the future.
Job Description
Join Ipsos as a Virtual Secret Shopper, specializing in evaluating customer service interactions via phone and chat channels. In this crucial role, you will anonymously interact with various service providers to assess the quality of their customer support, adherence to service standards, and overall customer experience. Your detailed observations and objective feedback will contribute directly to our clients’ efforts to improve their service delivery and customer satisfaction. This is a unique opportunity to work flexibly from home, making a tangible impact on consumer experiences across diverse industries.
Key Responsibilities
- Conduct phone calls and engage in live chat sessions with customer service representatives following specific scenarios and guidelines.
- Objectively evaluate customer service interactions based on predefined criteria, including professionalism, responsiveness, accuracy, and problem-solving skills.
- Document observations and provide detailed, factual feedback through our online reporting system within specified deadlines.
- Maintain strict confidentiality regarding client information and evaluation findings.
- Adhere to all project instructions and ethical guidelines for secret shopping.
- Communicate effectively with project managers regarding any challenges or questions encountered during evaluations.
Required Skills
- Exceptional attention to detail and strong observational skills.
- Excellent written and verbal communication skills in English.
- Proficiency in basic computer usage and navigating online platforms.
- Ability to maintain objectivity and provide unbiased feedback.
- Reliable internet connection and a quiet home office environment.
- Strong time management and organizational abilities.
Preferred Qualifications
- Previous experience in customer service, quality assurance, or mystery shopping roles.
- Familiarity with various customer service technologies and protocols.
- Ability to adapt quickly to new instructions and project requirements.
Perks & Benefits
- Flexible part-time work schedule.
- Opportunity to work from the comfort of your home.
- Contribute to improving customer service standards for leading brands.
- Gain insight into various industries and customer experience best practices.
- Training and support provided for all assignments.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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