- Assign and coordinate with the VOC staff to listen to the daily calls to know the highest enquiry and feedback from customers.
- Assign and coordinate with the VOC staff to extract the Facebook comments from all operators including MPT page by daily to get the customer reactions and suggestions.
- Coordinate with the VOC staff to analyze the collected data from the call center and Digital media channel to categorize the details of customer reactions such as Enquiry, Feedback & Negative, Neutral, Positive, Suggestion comments.
- Analyze collected data from VOC staff and report to the management by daily, weekly, and monthly.
- Manage the VOC staff to make the outbound call regularily to get the customer’s satisfaction feedback/ customer reaction feedback (Requested from other departments occasionally).
- Understanding the customers's valuable suggestions and inconvenience to improve our products and services