VOC Officer
VOC Officer
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Salary Not Disclosed
1 Vacancy
Job Description
Why Join Us
We believe in fostering a culture of innovation collaboration and growth. As part of our team youll have the opportunity to work on cutting-edge PR and marketing campaigns alongside 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 dont just build careers; we build futures.
About the Role:
The VOC Officer plays a vital role in elevating customer experience and driving continuous service improvement. This position is responsible for collecting monitoring and analyzing Voice of Customer feedback across multiple channels to identify trends pain points and opportunities for enhancement. The officer leads investigations into escalated complaints collaborates with relevant teams to implement corrective actions and addresses recurring service issues.
Key Responsibilities:
- Promptly and professionally manage escalated customer complaints to ensure resolution satisfaction and long-term retention.
- Lead thorough investigations into complex issues ensuring all actions align with company policies and regulatory standards.
- Identify root causes and implement targeted process improvements to boost operational efficiency and reduce recurring service challenges.
- Conduct regular audits to monitor compliance with service protocols and regulatory requirements.
- Provide clear guidance and support to service teams reinforcing adherence to established processes and quality standards.
- Communicate with customers empathetically actively listening to concerns and delivering timely effective solutions.
- Maintain accurate documentation of all customer interactions investigations and resolutions to support data-driven insights and continuous improvement efforts.
What Were Looking For:
- Bachelors degree in business administration Marketing Communication or a related course.
- At least 3 years of experience in customer service management with a strong emphasis on Voice of Customer (VOC) analysis or similar feedback systems.
- Proficient in CRM tools with advanced capabilities in data analysis and reporting.
- Demonstrated ability to interpret VOC data and translate insights into actionable strategies.
- Exceptional verbal and interpersonal communication skills with a customer-centric approach and confidence in direct engagement.
- Strong analytical thinking and comprehension skills with a keen eye for detail and accuracy in documentation.
- Preferred certifications in CRM platforms or VOC-related technologies.
- Additional training in service operations process improvement or customer experience programs is a plus.
- Proven experience in complaint investigation and resolution.
- Highly proactive resourceful and committed to delivering above-and-beyond service outcomes.
All qualified applicants will receive consideration for employment without regard to race color religion sex age gender sexual orientation gender identity national origin disability status as a protected veteran or any characteristic protected by applicable federal state or local law.
Required Experience:
Unclear Seniority
Employment Type
Full Time
