About the job
In this role, you will champion the Voice of the Customer (VOC), taking ownership of client feedback received through our Service Feedback channel. You will continuously aim for service enhancements that elevate customer satisfaction and loyalty.
If you thrive on driving impactful changes, this is the opportunity for you!
Responsibilities
- Analyze qualitative and quantitative feedback data to identify trends, areas for improvement, and potential service gaps.
- Collaborate with customers regarding query, escalation & resolution (Calls, Chats, Emails)
- Collaborate with cross-functional teams (Customer Service, Product, Tech, etc.) to develop action plans based on feedback insights.
- Develop and implement a robust feedback collection process to systematically gather customer insights across various touchpoints.
- Monitor and track the progress of feedback-driven initiatives to ensure effective implementation and impact on service quality.
- Produce regular reports and presentations to communicate feedback findings and recommendations to stakeholders.
Qualifications and Prerequisites
- Freshers are welcome to apply. Candidates with 0-3 years of experience are preferred.
- Experience in Customer Support is appreciated.
- Bachelor’s degree or higher
- Strong analytical skills with the ability to interpret data and derive actionable insights
- Excellent communication and presentation skills, with the ability to convey findings to diverse audiences