Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE\xe2\x80\x99s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees! We are currently recruiting for a VOC Agent for our client to be based out of their Dubai office.

Purpose-

Responsible for managing customer interactions and feedback through several channels and across various business units in the company. Act as a liaison between customers and internal teams, ensuring that customer concerns are addressed in a timely and satisfactory manner and handling the Closed Loop Process. Play a crucial role in identifying and analyzing customer feedback, which will help the company improve its products and services.

Responsibility-

• Responding to customer inquiries and feedback through various channels, including phone, email, chat, and social media and any new channels implemented.
• Recording and managing customer feedback and complaints in a CRM system.
• Collaborating with different business units within the company, including product development, marketing, and customer service, to resolve customer issues and improve customer experience.
• Closing the loop with customers by following up on their feedback, ensuring that appropriate actions have been taken to address their concerns, and communicating the resolution to the customers.
• Analyzing customer feedback to identify trends and issues across different business units.
• Providing insights and recommendations to the management team based on customer feedback and analysis.
• Support in developing and implementing customer surveys and feedback programs across different business units.
• Staying up to date with industry trends and best practices in customer experience and VOC management. Interacts with diverse levels of internal and external personnel to develop and maintain effective communication to resolve issues and inquiries.
• Continuously monitoring and adjusting strategies based on changing customer needs and expectations.

Skills

• Bachelor\'s degree in business administration, marketing, or a related field.
• At least 2 years of experience in customer service or a similar role, preferably in a closed loop process
• Excellent communication skills, both verbal and written. (English and Arabic).
• Proficiency in using CRM and other customer feedback management tools.
• Demonstrated ability to be adaptable and flexible with the capacity to accept change.

Transguard Group