VOC/Sentiment Supervisor w/ Signing Bonus - BPO

Role Function:

Provide actionable insights by capturing Voice of Customer across various sources to identify opportunities for Customer Experience Improvements; and submit daily/weekly/monthly reports

Analyze and integrate data from customer feedback, social sentiment, operations data, etc.

Determine root causes and highlights key areas for resolution; and coordinate resolutions to Client for review and approval

Respond to Customers to offer solutions and address Pain Points through voice, email and/or social media

Identifies opportunities to align or innovate around customer experience; and promote and support continuous improvement initiatives

Drives collaboration among internal and external stakeholders to address VoC insights, customer pain points, etc.

Manage/Handle Call Center Escalations from dissatisfied customers

Provide coaching/training to Call Center Agents in relation to Sentiment Management

Candidate Profile:

Bachelors degree, preferably with a degree in Psychology, Communication and/or Business Management

More than 3 years lead experience in customer service/sentiment management, data statistics, analysis, and reports compilation

Familiarity in using Microsoft office and reporting tools, and advance experience in creating PPT presentations

Can manage to handle the demands of the project at any hours planned by the company specially for certain initiatives

Ability to work with high-volume, multi-platform, and complex tasks

Can work onsite and shifting schedules

Can work ASAP

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

Summary of role requirements:

Flexible hours available

2-3 years of relevant work experience required for this role

Working rights required for this role

Expected salary: 55,000 - 60,000 per month

Full time