VOC Manager

About the Role:

This role plays a crucial part in enhancing customer experience and driving service improvements. The position is responsible for monitoring and analyzing VOC (Voice of Customer) feedback, leading investigations into escalated complaints, and implementing solutions to address recurring service issues. The individual in this role will develop and enforce compliance measures, conduct audits, and guide service teams in process adherence. Collaborating with cross-functional teams, they will implement key performance indicators (KPIs) to prevent and resolve chronic complaints, ensuring continuous service optimization and fostering long-term customer satisfaction and loyalty.

Key Responsibilities:

• Manage and resolve escalated customer complaints promptly and professionally to ensure customer satisfaction and retention.
• Conduct thorough investigations of escalated issues, ensuring compliance with company policies and procedures.
• Develop and implement process improvements to enhance operational efficiency, reduce recurring issues, and elevate service quality.
• Perform regular audits to ensure adherence to service standards and regulatory requirements.
• Provide support and guidance to service teams, ensuring they understand and comply with process requirements.
• Engage with customers empathetically, actively listening to their concerns and providing solutions in a timely and professional manner.
• Document all interactions, investigations, and outcomes accurately for tracking and continuous improvement purposes.

What We're Looking For:

• Bachelor’s Degree in Business Administration, Marketing, Customer Relations, or a related field.
• Minimum of 5 years of experience in customer service management, with a focus on Voice of Customer (VOC) analysis or similar customer feedback systems.
• Proficiency in Microsoft Office Suite, with advanced skills in Excel for data analysis and reporting.
• Strong analytical skills with the ability to interpret VOC data and provide actionable insights.
• Excellent verbal and interpersonal communication skills, with a willingness to engage directly with customers.
• High level of comprehension and analytical thinking.
• Detail-oriented with strong documentation skills.
• Relevant certifications in Customer Relationship Management (CRM) systems or VOC-related platforms are preferred.
• Specialized training in customer service operations, service process improvement, or customer-oriented service programs would be an advantage.
• Strong background in investigations and complaint resolution.
• Proactive and willing to go the extra mile.