Core Responsibilities
Outbound & Inbound Calling: Call customers to conduct satisfaction surveys, verify service experiences, and handle follow-up complaints.
Data Collection: Accurately record survey responses, client sentiments, and areas of friction into CRM software.
Issue Escalation: Identify dissatisfied customers and route complex or unresolved issues to the appropriate department managers.
Database Maintenance: Update and maintain accurate contact logs, ensuring customer profiles are current.
Feedback Reporting: Summarize customer feedback trends and present reports to management or quality assurance teams.