Deskripsi Pekerjaan
Join BGC Group as a dedicated Feedback Management Officer and play a pivotal role in enhancing our customer experience. In this contract position, you will be responsible for handling and routing public feedback cases accurately through various digital channels. We are looking for a proactive professional who excels at providing timely replies and conducting thorough clarification follow-ups to ensure customer satisfaction.
Your primary focus will be on maintaining a streamlined feedback loop, ensuring that every inquiry is logged, categorized, and directed to the appropriate teams efficiently. You will utilize digital tools to document interactions and monitor the status of cases until resolution. This role requires a detail-oriented individual who can manage high volumes of communication while maintaining a professional and empathetic tone.
Tanggung Jawab
- Monitor and manage incoming public feedback via email, social media, and other digital platforms.
- Accurately categorize and route feedback cases to the relevant departments or teams.
- Compose and dispatch timely, professional responses to customer inquiries.
- Follow up on unresolved cases to ensure they are closed and customers are satisfied.
- Update the internal feedback database with detailed case notes and status updates.
- Collaborate with internal stakeholders to clarify complex issues and provide necessary information.
- Generate weekly reports on feedback volume, trends, and resolution metrics.
Kualifikasi
- Minimum 1-2 years of experience in customer service, administration, or feedback management.
- Strong written communication skills with a focus on clarity, tone, and professionalism.
- Proficiency in using CRM software and digital ticketing systems.
- Excellent organizational skills and the ability to prioritize multiple tasks effectively.
- Attention to detail when entering data and documenting customer interactions.
- Ability to work independently in a fast-paced, contract-based environment.
- Basic knowledge of Microsoft Office Suite.