Customer Support VoC Specialist (Zenni)

Customer Support VoC Specialist COE Manila, Philippines

Description

We are in search of a passionate and detail-oriented professional to join our team as a Voice of the Customer Specialist. In this role, you will be the key advocate for our customers, responsible for gathering, analyzing, and translating customer feedback into actionable insights. Your primary focus will be on enhancing the overall customer experience by understanding their needs, preferences, and pain points. You will partner with our Operations functions to identify areas of improvement and monitor implemented changes.

Requirements

Proven experience in a customer-focused role, with a specific emphasis on Voice of the Customer (VoC) programs.

Strong analytical and data interpretation skills to derive meaningful insights from customer feedback data.

Excellent communication skills to effectively convey customer sentiments and recommendations to internal teams.

Familiarity with various VoC tools and methodologies for collecting and analyzing customer feedback.

Detail-oriented mindset with a commitment to maintaining a high standard of accuracy in customer feedback analysis.

Experience with customer journey mapping and understanding of customer touchpoints.

What skills do you need?

Proficiency in using customer feedback platforms and survey tools.

Excellent presentation skills to communicate insights to various stakeholders.

Empathy and a customer-centric approach to problem-solving.

Continuous improvement mindset with a focus on enhancing customer satisfaction.

Ability to identify patterns and trends in customer feedback data.

Creativity in proposing innovative ways to gather and utilize customer insights for business improvement.