Customer Advocate - South Asia
Customer Advocate - South Asia
Posted on :
20-04-2025
Employer Active
1 Vacancy
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Job Description
Description
Responsibilities
Qualifications
Mobilizes resources across all UL functions and geographies to proactively address and/or solve any problems that impact the fulfillment of UL services and overall customer satisfaction and loyalty. Holistically addresses actionable insights submitted through the Voice of Customer program as well as resolving all formalized complaints. Partners with various Business Unit & Regional Leaders to identify set plans and make recommendations for addressing issues and needs of customers.
Responsibilities
- Act as a CX culture champion embedding VoC insights into company processes and decisionmaking.
- Partner with internal teams to implement CX enhancements to improve customer experience
- Supports CX improvement projects and initiatives that positively transform the endtoend experience
- Assures the organization integrates the voice of the customer as part of all design activities
- Acts as the main point of contact for all customer complaints submitted through Voice of Customer surveys incoming calls emails and the internal online customer feedback form for various Divisions and Regions. Responds within 24 hours of receipt of the complaint
- Documents customer feedback root cause preventative actions and corrective actions in the Salesforce CRM.
- Investigates and resolves customer grievances including navigating through a Matrix Organization to identify the appropriate leader to partner with.
- Collaborates with regionbased teams to service specific key client needs and/or industry needs as agreed with the regional directors general managers and/or operating units.
- Communicates customer feedback to management and staff.
- Develops monthly and quarterly management reports to provide CX improvement project updates for the Divisions/Regions supported and ad hoc reporting as requested.
- Participates in accreditation audits to demonstrate ULs compliance with the Customer Complaint Handling SOP.
Qualifications
Background:
- Graduate with minimum of 5 years exp. in related domain.
- CCXP (Customer Experience Certification) strongly preferred.
- Proven track record driving positive change in a complex environment
- Understands and can teach CX methods and tools (e.g. NPS CES closedloop systems mapping)
- Experience facilitating crossfunctional team discussions including welldeveloped negotiation skills and providing direction while not having direct authority
- Detailed knowledge of company policies practices and procedures that can be applied to positively affect customer engagement
Skills:
- Salesforce experience
- Strategic Agility
- Listening Skills proficiency in active listening skills to broaden understanding absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
- Communicates and collaborates well within and across organizational level
- Exceptional problem solvingskills
- Interpret Data ability to interpret data and insights to objectively and consistently drive CX objectives
- Customer Journey Mapping ability to employ data and research to create Customer Journey Maps that help stakeholders see where the gaps and opportunities are to increase success
- Fluency in English
Employment Type
Full Time
Key Skills
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