Customer Care VOC Risk Management
Customer Care VOC Risk Management
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Job Description
Do you have experience in customer care and managing feedback processes
Are you passionate about ensuring excellent customer experience and handling technical service issues
ManpowerGroup Greece on behalf of its client a global leader in technology industry with diverse range of businessesis seeking a Customer Care VOC & Risk Management Representative.
Location: Marousi Athens
Working Model: onsite
You will be reporting to: Customer Care Manager
Your work will include:
Acting as the Voice of the Customer (VOC) representative and being responsible for technical returns and complaint management ensuring smooth and proactive communication between customers partners and internal teams.
More specifically:
- Responsible for VOC management and customer satisfaction monitoring
- Handling of incoming calls and emails from customers either directly or via 3rd party (End User Dealer etc.
- Troubleshooting and technical support
- Processing of GDPRrelated requests & handling via Jira system
- Providing general/technical advice service requests and complaint handling
- Daily monitoring of the CS Risk system (blue/red tickets VOC reports Early warnings etc.
- Close collaboration with internal departments
- Managing customer complaints and handling credit notes or product exchanges
- Management of RMA issuing process and validation of technical returns
- Handling complaints and executing credits/exchanges
- Monitoring of pending repairs (LTP process)
Requirements
- Bachelors Degree (preferred areas: Business Administration Technical studies)
- 13 years of experience in VOC management either as an Agent or Team Leader
- Fluent in English (written and verbal)
- Proficient user of MS Office tools: Word Excel and PowerPoint
- Excellent communication skills (both written and verbal) including report writing and analytical abilities
- Proactive innovative and selfmotivated personality with a strong sense of ownership
- Desire to continuously add value to customers and the organization
Benefits
Competitive Remuneration Package
Dynamic working environment with pathways for career growth
Recruitment Process:
If you are interested in this role feel free to apply directly. Our consultants will contact the candidates who meet the profiles requirements to arrange an interview.
#Empoweringtalent #WebelieveinTalent #ManpowerGroupGreece
Employment Type
Full-Time
