Voice of the Customer (VoC) Manager

Location: Antipolo Site (Hybrid: 3 days onsite, 2 days remote)

Employment Type: Full-time

Summary

We are looking for a Voice of the Customer (VoC) Manager to champion customer insights and drive improvements across the Customer Care (CC) journey. This role plays a key part in understanding pain points and enhancing customer interactions by advocating the customer perspective throughout the organization.

The VoC Manager will be responsible for monitoring and analyzing feedback from internal satisfaction surveys and external platforms such as Trustpilot and Bazaarvoice. The role involves identifying trends, surfacing actionable insights, and working closely with the CC Performance Manager to improve customer satisfaction (CSAT). Additionally, the VoC Manager will contact detractors where appropriate, aiming to resolve negative experiences.

A core aspect of the role includes analyzing repeat customer contact behavior across various channels and identifying root causes to help reduce them. The ideal candidate will have strong analytical and communication skills, a high level of empathy, and a passion for delivering outstanding customer experiences.

The VoC Manager reports to the Operations Manager with a dotted line to the CC Performance Manager for performance-related initiatives.

Key Responsibilities

Customer Feedback Monitoring and Analysis

• Conduct daily reviews of feedback from CSAT surveys and public review platforms (e.g., Trustpilot).
• Utilize CRM dashboards (e.g., Sprinklr) to analyze trends, patterns, and opportunities in the customer journey in collaboration with the CC Performance Manager.

Understanding Customer Pain Points & Reducing Repeat Contacts

• Analyze end-to-end customer journeys to identify key pain points and expectations.
• Identify common causes of repeat contacts across channels.
• Provide actionable recommendations to the CC Performance and Ops teams.

Customer Journey Mapping & Insights

• Work with CC Operations and Quality Assurance teams to map the customer journey and identify moments of failure (process- or people-related).
• Support ongoing improvements to internal processes based on insights.

Improving Customer Satisfaction (CSAT)

• Investigate low-scoring feedback (3 stars and below) from CSAT and review platforms.
• Assess whether low ratings are due to controllable or uncontrollable factors.
• Reach out to detractors to resolve issues where possible and convert dissatisfaction into satisfaction.

Key Qualifications & Skills

• Experience: 6-8 years in a customer service environment.
• Analytical Mindset: Strong problem-solving skills and attention to detail. Comfortable using the 'Why, What, How' framework for root cause analysis.
• Technical Proficiency:
• Proficient in Excel and CRM platforms (e.g., Sprinklr, Zendesk, Salesforce).
• Familiarity with knowledge base systems to resolve complex queries.
• Communication: Excellent written and verbal English communication skills. Able to articulate complex customer journeys clearly and concisely.
• Interpersonal Skills: Strong collaboration and relationship-building capabilities across departments.
• Customer-First Attitude: Deep empathy and genuine passion for understanding and advocating the customer perspective.
• Proactive Mindset: A positive, 'can-do' attitude with initiative and a solution-oriented approach.

Additional Information

• This is a full-time hybrid role based in our Antipolo office.
• Hybrid working arrangement: 3 days onsite / 2 days work-from-home.