Voice Customer Analyst - Cape Town, South Africa - Talent 24

Talent 24
Talent 24
Verified Company
Cape Town, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

As a Voice Analyst your role involves being able to present findings in an organized manner, both written and verbally and be able to support the development of improvement strategies on a regional and global level.


Key Responsibilities

  • Through the effective management of key tools and functions in the MX Team, the VOC Manager will facilitate clear communication and ongoing support to the business through coaching on open complaints, ensuring member focused resolutions are being delivered.
  • As a Voice of Customer Analyst, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region.
  • You will work closely with Operations, Proposition, Product and Global CX on the recording and reporting of Voice of Customer data to the business as well as on service improvement initiatives and CX processes.
  • Service Quality Trend Analysis / Reporting. Identify key customer trends, root causes and opportunities and assist in formulating strategies to improve customer experience.
  • Ownership of all VoC data input for responsible region. (Including, NPS, feedback, recovery etc.)
  • Is responsible for all negative and positive feedback being accurately recorded for their region, before the third working day of the month.
  • Owns the management of Feedback Inboxes efficiently and responsively.

Requirements:


  • Must have good language skills in _
    German and English_, written and spoken.
  • A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in VOC process management.
  • Knowledge and expertise in the entertainment / travel industry is a plus.
  • Computer Proficiency, including Microsoft Word and Excel.
  • Usage of MS Excel data analysis functions such as pivot tables and lookup formulas.

Salary:
R25, R28,000.00 per month


Language:


  • German (required)
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