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VOC Agent

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Job Summary

Position Title VOC Agent
Job Location Dubai
Base Salary AED
Job Schedule Full Time

Job Position

  • Responsible for managing customer interactions and feedback through several channels and across various business units in the company
  • Act as a liaison between customers and internal teams, ensuring that customer concerns are addressed in a timely and satisfactory manner and handling the Closed Loop Process
  • Play a crucial role in identifying and analyzing customer feedback, which will help the company improve its products and services

Job Responsibilities

  • Responding to customer inquiries and feedback through various channels, including phone, email, chat, and social media and any new channels implemented
  • Recording and managing customer feedback and complaints in a CRM system
  • Collaborating with different business units within the company, including product development, marketing, and customer service, to resolve customer issues and improve customer experience
  • Closing the loop with customers by following up on their feedback, ensuring that appropriate actions have been taken to address their concerns, and communicating the resolution to the customers
  • Analyzing customer feedback to identify trends and issues across different business units
  • Providing insights and recommendations to the management team based on customer feedback and analysis
  • Support in developing and implementing customer surveys and feedback programs across different business units
  • Staying up to date with industry trends and best practices in customer experience and VOC management
  • Interacts with diverse levels of internal and external personnel to develop and maintain effective communication to resolve issues and inquiries
  • Continuously monitoring and adjusting strategies based on changing customer needs and expectations

Job Requirements

  • Bachelor's degree in business administration, marketing, or a related field
  • At least 2 years of experience in customer service or a similar role, preferably in a closed loop processExcellent communication skills, both verbal and written
  • (English and Arabic)
  • Proficiency in using CRM and other customer feedback management tools
  • Demonstrated ability to be adaptable and flexible with the capacity to accept change
Disclaimer

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