Employment Type: Permanent
Location Type: On-Site
Department: Customer Care & Service
Reports To: Service Planning Part Leader
This position plays a key role in managing and overseeing customer feedback processes to enhance service quality and customer satisfaction. The role requires collaborating with cross-functional teams, including service marketing and key service partners, to track and resolve Voice of Customer (VOC), Net Promoter Score (NPS), and VTTP cases efficiently. Responsibilities include validating and registering VOC cases, monitoring resolution progress, and analyzing lead times to improve response efficiency. Additionally, the role focuses on implementing preventive measures, developing new processes, and conducting training sessions to strengthen service provider partnerships. The goal is to drive continuous service improvement, optimize customer experience, and support business growth.
Key Responsibilities:
• Register and track Voice of Customer (VOC) cases with accurate documentation.
• Validate and assign VOC cases to the appropriate department PIC.
• Monitor and communicate case progress to ensure timely resolution.
• Analyze VOC processing lead times to improve efficiency.
• Oversee VOC, Net Promoter Score (NPS), and VTTP cases for effective issue management.
• Provide ongoing support in tracking and resolving VOC, NPS, and VTTP cases.
• Collaborate with service marketing teams to enhance customer satisfaction.
• Recommend preventive measures to reduce VOC complaints and improve service quality.
• Develop and implement new processes and policies.
• Conduct training, engagement activities, and service center visits.
• Manage key service partners' performance, focusing on improving RNPS scores.
What We're Looking For:
• Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
• At least 5 years of experience in customer service, specializing in VOC programs, customer experience, or service quality improvement.
• Proficient in data entry, internet navigation, and CRM tools.
• Strong analytical and strategic thinking skills to interpret customer insights into actionable recommendations.
• Excellent verbal and written communication skills for engaging with customers and stakeholders.
• Detail-oriented, inquisitive, and quick to learn, with strong investigative and documentation skills.
• Strong negotiation and problem-solving abilities to resolve customer concerns and enhance service quality.
• Proactive self-starter with the ability to work independently and drive results.
• Relevant certifications in customer experience, service quality, or business analysis are an advantage.
• Willing to travel within the Philippines as needed.
• Capable of handling outbound customer interactions professionally and effectively.
Why Join Us? We believe in fostering a culture of innovation, collaboration, and growth. As part of our team, you'll have the opportunity to work with cutting-edge technology and a diverse group of talented professionals. We offer competitive compensation, continuous learning opportunities, and a work environment that values your ideas and contributions.
Ready to Take the Next Step? Apply today and be a part of something bigger. We don't just build careers; we build futures.
Employment Type: Permanent
Location Type: On-Site
Department: Customer Care & Service
Reports To: Service Planning Part Leader
This position plays a key role in managing and overseeing customer feedback processes to enhance service quality and customer satisfaction. The role requires collaborating with cross-functional teams, including service marketing and key service partners, to track and resolve Voice of Customer (VOC), Net Promoter Score (NPS), and VTTP cases efficiently. Responsibilities include validating and registering VOC cases, monitoring resolution progress, and analyzing lead times to improve response efficiency. Additionally, the role focuses on implementing preventive measures, developing new processes, and conducting training sessions to strengthen service provider partnerships. The goal is to drive continuous service improvement, optimize customer experience, and support business growth.
Key Responsibilities:
• Register and track Voice of Customer (VOC) cases with accurate documentation.
• Validate and assign VOC cases to the appropriate department PIC.
• Monitor and communicate case progress to ensure timely resolution.
• Analyze VOC processing lead times to improve efficiency.
• Oversee VOC, Net Promoter Score (NPS), and VTTP cases for effective issue management.
• Provide ongoing support in tracking and resolving VOC, NPS, and VTTP cases.
• Collaborate with service marketing teams to enhance customer satisfaction.
• Recommend preventive measures to reduce VOC complaints and improve service quality.
• Develop and implement new processes and policies.
• Conduct training, engagement activities, and service center visits.
• Manage key service partners' performance, focusing on improving RNPS scores.
What We're Looking For:
• Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
• At least 5 years of experience in customer service, specializing in VOC programs, customer experience, or service quality improvement.
• Proficient in data entry, internet navigation, and CRM tools.
• Strong analytical and strategic thinking skills to interpret customer insights into actionable recommendations.
• Excellent verbal and written communication skills for engaging with customers and stakeholders.
• Detail-oriented, inquisitive, and quick to learn, with strong investigative and documentation skills.
• Strong negotiation and problem-solving abilities to resolve customer concerns and enhance service quality.
• Proactive self-starter with the ability to work independently and drive results.
• Relevant certifications in customer experience, service quality, or business analysis are an advantage.
• Willing to travel within the Philippines as needed.
• Capable of handling outbound customer interactions professionally and effectively.
Why Join Us? We believe in fostering a culture of innovation, collaboration, and growth. As part of our team, you'll have the opportunity to work with cutting-edge technology and a diverse group of talented professionals. We offer competitive compensation, continuous learning opportunities, and a work environment that values your ideas and contributions.
Ready to Take the Next Step? Apply today and be a part of something bigger. We don't just build careers; we build futures.