Voice of Customer (VoC) Specialist
RiyadhCustomer Success – Customer Experience /Full-Time /On-Site
Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
The VoC Specialist will assist the VoC Manager in gathering and analyzing customer feedback from various channels. This role is critical to capturing, analyzing, and addressing customer concerns proactively.
Responsibilities
- Collect and organize customer feedback from surveys, social media, and customer service interactions.
- Ensure feedback data is accurate and perform basic data analysis to identify trends, issues, and opportunities.
- Assist in designing, testing, and refining customer surveys to enhance response rates and accuracy.
- Assist in preparing reports and insights to support decision-making and process improvements.
- Assist in designing, testing, and refining customer surveys to enhance response rates and accuracy.
- Compare customer satisfaction metrics against industry benchmarks to provide insights into Rewaa’s relative performance.
- Engage with customers to follow up on feedback when necessary, ensuring proactive responses to customer concerns.
- Ensure a consistent feedback loop by following up with relevant teams to close the loop on critical customer feedback.
Requirements
- Bachelor’s degree in Marketing, Business, statistics or a related field.
- Experience in data collection and analysis, particularly related to customer feedback.
- Strong attention to detail and organizational skills.
- Ability to communicate effectively and support proactive customer engagement.
- Experience in the SaaS industry.
- Advanced degree in a related field.
- Certification in CX measurement or relevant fields.
- Example 1: Customer insights and analytics courses by bain & Co
- Example 2: Certified Customer Experience Professional (CCXP)
