Customer Experience (VoC) Specialist

Your Mission

This position is responsible for enhancing customer experience by optimizing processes, managing stakeholders, and improving service quality through training, system enhancements, and data-driven insights. He/She will oversee vendor relations, handle escalations, ensure compliance, and contribute to digital platform development for a seamless customer journey.

What To Expect

• Develop and execute strategies to enhance online and offline customer experiences, overseeing VoC operations and escalation processes.
• Gather user requirements, support system improvements, and streamline VoC management for efficiency.
• Collaborate with internal teams and external vendors to address VoC-related issues and drive process improvements.
• Develop guidelines, training programs, and motivational initiatives to enhance customer service skills and frontline engagement.
• Improve service processes, policies, and digital platforms (e.g., websites, apps) to elevate the customer journey.
• Track KPIs, analyze trends, and generate reports to drive data-driven decision-making and continuous improvement.
• Ensure adherence to company policies, security protocols, and service excellence standards.
• Handle escalations effectively and implement feedback-driven enhancements to improve overall customer satisfaction.

What You'll Bring

• Diploma in Business Administration, Marketing, Communications, or a related field (Bachelor’s degree preferred).
• Background in customer experience management, VoC, or related fields.
• Expertise in customer service operations, vendor management, and process optimization.
• Familiarity with digital platforms (CRM, VoC software, e-commerce, apps) and cross-functional collaboration.
• Proficiency in CRM/VoC tools (e.g., Salesforce) and performance analytics (e.g., Google Analytics, Power BI, Tableau).
• Proficiency in data analytics for monitoring KPIs and performance trends (a plus).