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MPT

Customer Care (Voice Of Customer)-Team Manager

Job Summary

Understanding the Telecomm products and services Time management to send the report to the management in time.

  • Minimum Qualification: Bachelor
  • Experience Level: Management level
  • Experience Length: 3 years

Job Description

- 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
 

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