Voice of Customer Service Analyst at Ten Group | Torre
Voice of Customer Service Analyst
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Ten Group

Voice of Customer Service Analyst

Ten Group
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Full-time

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

location_on
Hybrid (Cape Town)
Posted about 3 years ago

Responsibilities

At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. As a Voice of Voice of Customer Service Analyst, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region. Your role involves being able to present findings in an organized manner, both written and verbally and be able to support the development of improvement strategies on a regional and global level. Responsibilities: - Service Delivery Ownership of all VoC data input for responsible region. (Including, NPS, feedback, recovery etc.) - Is responsible for all negative and positive feedback being accurately recorded for their region, before the third working day of the month. - Service Quality Trend Analysis / Reporting . Identify key customer trends, root causes and opportunities and assist in formulating strategies to improve customer experience. - Articulate findings through meaningful and actionable reports - Extract, analyse and use data to build metrics and business cases to support decision-making. - Support in CX workshops and meetings and assisting with documenting minutes and actions. - Understand and define data requirements for various data sources in support of CX team initiatives. - Propose enhancements to our processes and methodology to improve data quality. - Owns the management of Feedback Inboxes efficiently and responsively - Responsible for the distribution of feedback to the Member Success Managers, ensuring that the correct feedback volumes are being distributed to them in line with ownership targets - Ensures that all feedback has an appropriate owner. - Monitors and supports on feedback being managed outside of the MX team. - Provides consistent and appropriate advice and coaching on feedback resolutions to Lifestyle Managers and Team Managers. - Ensures fair and member focused outcomes are reached for all complaints and that they are only closed when appropriately resolved. - Ownership of the NPS call-back process for responsible region. - Ownership of daily or weekly VoC data (NPS detractors etc.) communication to relevant stakeholders including feedback and NPS trends. - Ownership of the NPS Challenges process. - Management of Shooting STARs and Surprise & Delight process. - Conduct Mystery Shopping and compile reports and feedback based on findings. - Conduct member focus groups and compile reports and feedback based on findings. - Drives a member focused culture through all communication. - Client Services Corporate reporting. - Support Client Services with reporting VoC data to clients.
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