Customer Feedback

1 week ago

Mandaluyong City, National Capital Region, Philippines SmartChannel Pty. Ltd. Full time ₱900,000 - ₱1,200,000 per year

Position: Customer Feedback & Satisfaction Specialist

Schedule: Day Shift

Work Set-up: Onsite (Mandaluyong)

Employment Type: Full-time

As the Reputation & VoC Specialist at VoltX Energy, you are the guardian and restorer of our public brand voice. Your mission is to monitor and analyze customer feedback, and to proactively engage with dissatisfied customers to resolve their issues and turn negative experiences into positive outcomes. You will build trust and enhance our reputation not just by responding, but by taking ownership and ensuring every customer feels heard and valued.

Duties and Responsibilities

Online Reputation Management:

  • Actively monitor all key review platforms (e.g., Google, ProductReview) and relevant online forums (e.g., Reddit, Whirlpool) for mentions of VoltX Energy.
  • Draft and post timely, professional, and on-brand responses to all customer reviews.
  • Manage the process for reporting and requesting the removal of reviews that violate platform policies.

Direct Customer Resolution & Recovery:

  • Proactively reach out to customers who have left negative feedback to understand the root cause of their dissatisfaction and take ownership of the issue.
  • Coordinate with internal departments (e.g., After-Sales Tech, Scheduling) to facilitate a tangible solution for the customer's outstanding problem.
  • Communicate the resolution plan directly to the customer, ensuring they are kept informed and their problem is fully addressed to their satisfaction.
  • Following a successful resolution, professionally request that the customer consider updating or removing their original negative review.

Proactive Review Generation:

  • Implement and manage strategies to encourage satisfied customers to share their positive experiences online.
  • Collaborate with the Customer Service Agents (CSAs) to identify ideal moments in the customer journey to request a review.

Voice of Customer (VoC) Analysis & Reporting:

  • Analyze trends in customer feedback to identify recurring positive themes and common pain points.
  • Compile and deliver regular VoC reports for the Customer Success Manager, highlighting key insights and actionable recommendations for process improvement.

Qualification

  • 2+ years of proven experience in online reputation management, customer escalations, or a similar digital customer service role.
  • Exceptional English writing and verbal communication skills, with a nuanced ability to handle sensitive conversations with diplomacy and empathy.
  • Strong negotiation and conflict resolution skills, with a proven ability to turn negative customer experiences into positive ones.
  • Strong analytical skills with the ability to identify trends and insights from qualitative data.
  • Deep familiarity with major online review platforms, especially Google Business Profile and ProductReview.
  • A high degree of emotional intelligence and resilience.

Nice-to-Have:

  • Experience working remotely for an Australian, US, or UK-based company.
  • Previous experience in a "customer recovery" or "service recovery" role.
  • Experience using social listening or reputation management software.

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