Customer Feedback

3 hours 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.

  • Customer Feedback

    3 hours ago

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

    Position: Customer Feedback & Satisfaction SpecialistSchedule: Day ShiftWork Set-up: Onsite (Mandaluyong)Employment Type: Full-timeAs 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...

  • Customer Service Associate

    4 days ago

    Mandaluyong City, National Capital Region, Philippines AND Financing Corporation Full time ₱180,000 - ₱360,000 per year

    Duties & Responsibilities:Provide customers with quality and excellent support thru: Calls, Chats, and Emails.By addressing the issue properly & correctly with accurate details and information.Timely and prompt response for a zero email target by the end of the day.Maintain good relationship concerns. Appropriate in terms of voice messages and...

  • Customer Service Representative

    1 week ago

    Mandaluyong City, National Capital Region, Philippines AND Financing Corporation Full time ₱216,000 - ₱360,000 per year

    Represent the company as the brand ambassador, providing excellent customer service experience through customer engagement using appropriate channels of communication.Main Duties and Tasks:*Provide Customers with quality and excellent support thru: Calls, Chats, and Emails.By addressing the issue properly & correctly with accurate details and...

  • Customer Care Trainer

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Skyro Full time ₱1,200,000 - ₱2,400,000 per year

    About the company:Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society,...

  • Customer Service Representative

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines OHCOTECH Full time $35,000 - $45,000 per year

    Job DescriptionRespond to customer inquiries quickly and professionally through phone, email, live chat, or social mediaProvide clear and accurate information about products, services, prices, availability, and company policiesCoordinate with the sales and warehouse teams to ensure smooth processing of orders and on-time deliveryHandle customer concerns...

  • Customer Service Representative

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines ACME Tools Manufacturing Co., Inc. Full time ₱800,000 - ₱1,200,000 per year

    Respond to customer inquiries quickly and professionally through phone, email, live chat, or social mediaProvide clear and accurate information about products, services, prices, availability, and company policiesCoordinate with the sales and warehouse teams to ensure smooth processing of orders and on-time deliveryHandle customer concerns related to order...

  • Customer Service

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Business Process Outsourcing International Full time ₱384,000 - ₱432,000 per year

    Responsibilities:Deliver customer service support during a 10-day beauty conference.Assist attendees with registration, directions, and event-related inquiries.Handle onsite calls for 6 days, addressing customer concerns and resolving issues promptly.Ensure customer satisfaction by providing accurate information and professional assistance.Record and...

  • Customer Care Representative

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Acquire Intelligence Full time ₱150,000 - ₱250,000 per year

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAs Customer Care Representative, you'll represent the account and interact with clients through various platforms of...

  • Customer Care Representative

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Acquire Intelligence Full time ₱150,000 - ₱250,000 per year

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAs Customer Care Representative, you'll represent the account and interact with clients through various platforms of...

  • Customer Experience Lead

    4 weeks ago

    Mandaluyong City, National Capital Region, Philippines Trafilea Full time

    About TrafileaTrafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. We have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is...