Mercury Solutions Ltd

Job description: A Mystery Shopper acts as a covert quality evaluator who visits a retail store to assess the customer service, store presentation, staff behavior, product availability, and overall shopping experience, from the perspective of a regular customer. Their role helps the company measure service standards and ensure compliance with brand guidelines. Key Responsibilities Evaluate Customer Service Interact with sales associates and staff as a normal customer. Assess politeness, product knowledge, responsiveness, and helpfulness of employees. Measure waiting times at checkout or service counters. Assess Store Cleanliness and Presentation Check the cleanliness of store premises, fitting rooms, washrooms, and checkout counters. Observe product displays, shelf organization, signage clarity, and overall store layout. Verify Compliance with Standards Ensure that store policies, promotional offers, and compliance checklists are properly implemented. Check adherence to store opening/closing protocols and safety guidelines. Evaluate Product Availability and Pricing Verify if advertised products are in stock and correctly priced. Check if promotional displays are accurate and functional. Report Findings Objectively Provide detailed reports of the visit, including specific observations and ratings. Upload photos, videos, or scanned receipts as proof of evaluation where required. Identify Service Gaps or Issues Highlight areas of improvement such as lack of employee knowledge, poor store upkeep, or pricing errors. Flag any serious violations of store policy or unethical behavior. Meet Deadlines and Frequency Targets Conduct visits within the assigned timeframe. Complete reports accurately and submit them by the deadline. Maintain Anonymity Perform tasks discreetly without disclosing the role as a Mystery Shopper. Avoid influencing staff behavior by keeping interactions natural. Optional Additional Responsibilities Test and report on checkout efficiency. Evaluate upselling and cross-selling techniques. Check digital/online and in-store integration (e.g., app usage). This role helps businesses improve service quality, customer experience, and operational efficiency by providing unbiased, third-party insights. Job Type: Part-time Work Location: In person