VOC Administrator

2020 Companies•Englewood Cliffs, NJ

1d•Onsite

About The Position

2020 Companies has an immediate full-time VOC (Voice of the Customer) Administrator representing our client, Samsung Electronics America. The VOC Administrator plays a crucial role in managing customer escalations and ensuring the highest satisfaction levels. This position involves tracking, prioritizing, and resolving complex customer issues while collaborating with various internal teams to escalate and de-escalate concerns efficiently. You will be the bridge between customers and the broader customer service team, ensuring escalations are addressed timely and resolved thoroughly.

Requirements

Excellent organizational skills
Able to prioritize tasks independently with minimal supervision
Excellent communication skills (verbal and written)
Excellent follow-up skills
Self-driven, flexible, dedicated individual
Team player
Proficiency with Microsoft Office (Excel, Word, Outlook)
2+ years of experience (customer service-related experience preferred but not required)

Nice To Haves

College degree preferred but not required

Responsibilities

Review and assign cases to agents for resolution
Support the VOC Operations team
Support Net Promoter Score (NPS) categorization and reporting
Compile and analyze VOC-related reports
Provide financial support including handling invoices, processing orders, and other related tasks
Collaborate with internal and external teams to accomplish required tasks effectively
Work closely with the VOC Escalation Handling Team
Regularly and effectively communicate with management and other stakeholders to ensure alignment