VOC Officer

2 weeks ago

Cebu City, Central Visayas, Philippines LG Full time $40,000 - $60,000 per year

Why Join Us?

We believe in fostering a culture of innovation, collaboration, and growth. As part of our team, you'll 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 don't 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 We're Looking For:

  • Bachelor's 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.

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