Customer Insight office

Customer Insight Officer / Outbound Survey Agent

This role is responsible for conducting outbound calls to customers, executing predefined survey scripts, and collecting structured, meaningful feedback. It is a key touchpoint in our Voice of Customer (VoC) program and supports strategic decision‑making through real‑time customer insight.

Key Responsibilities

• Initiate professional outbound calls to conduct targeted surveys across various service areas.
• Clearly communicate the purpose of the call and ensure customer consent and comfort in participation.
• Guide customers through structured survey questionnaires while capturing responses accurately and comprehensively.
• Translate customer tone, expressions, and indirect cues into contextual insights.
• Handle minor customer inquiries or concerns during the call and elevate when necessary.
• Log feedback in the system efficiently, ensuring data quality and clarity for analytics purposes.
• Provide summarized input on trends and recurring customer themes to supervisors.
• Collaborate with internal teams to align survey objectives with department goals.

Qualifications and Experience

Core Competencies

Seniority Level

Executive

Employment Type

Full‑time

Job Function

Information Technology

Industries

IT Services and IT Consulting

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