VOC Specialist
Обязанности:
- To analyze and report customer’ satisfaction trend
- To check with ASCs and Samsung departments reasons of customer’s dissatisfaction; to prepare activities for improvement of Customer’s satisfaction based on analysis
- To trace trend of Voice of Customers (VOC) claims via Calls and On-Line chat
- Check call & happy call monitoring and preparing data for evaluation
- Management of SMS project : volume of SMS, payments, SMS texts
- Management of digital communication project : evaluation of agents, monitoring of chat portion and satisfaction of customers
- Requesting to ASC about wrong information and system updates
- Sending apologize letter to the customers with abnormal claims
Требования к опыту:
- Knowledge of MS Word, Excel
- English is must
- Uzbek fluent is must
- Excellent communication and organizational skills
- Assiduous in work and due diligence
- Accurate, reliable and flexible
- Ability to work both independently and in a team