Customer Service Feedback Coordinator

HRS Talent Solutions; Palmerston North; Remote; NZD 35,000 - 37,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Feedback Coordinator to handle remote feedback submissions. This role combines written customer service with office administration and offers flexible full-time or part-time options at an hourly rate.

You will read submissions, categorize content, acknowledge receipt, and route issues or questions to the appropriate owner while preserving context and privacy.

Qualifications

• Previous customer service or office administration experience is helpful but optional.
• The company will train a beginner on its feedback categories, privacy guidance, and escalation rules.

Responsibilities

• Read assigned web forms and identify their main topics and any secondary requests.
• Enter feedback in the approved online categories and record system.
• Send a courteous acknowledgement using approved wording.
• Route a service issue, billing question, or urgent concern to its owner.
• Link a follow-up submission to an existing case when appropriate.
• Respect consent settings before any use of a testimonial or quotation.
• Flag inappropriate personal details for secure handling.
• Keep a simple record of pending and completed handoffs.

Skills

Customer service experience

Job description

Customer Service Feedback Coordinator

Customer Service | Feedback Submissions | Remote | Full-time or part-time | 25.35–27.15 per hour

Not every feedback form asks for the same response. Some people report a practical problem, others offer a compliment or suggestion, and a few include an urgent issue. The Feedback Submission Coordinator reads online submissions, records the topic accurately, acknowledges receipt when appropriate, and routes the item to the right owner. This remote job combines written customer service with office administration; it does not authorize you to promise a remedy or publish someone's comment.

Read before categorizing

A customer may praise a staff member and mention an unresolved billing question in the same form. If you file the whole submission as a compliment, the question can be missed. Note both parts and follow the routing guide. Another submission may include identifying details in a field intended for general comments. Keep that information within the designated system and alert the appropriate reviewer. Do not strip away context that changes the meaning of the concern.

The role includes watching for repeat submissions linked to an existing case. Attach a later message where the team can see it, while preserving the original wording and date. If the same person asks for an update, use the status the team has actually recorded. An acknowledgement means the message arrived; it is not a promise that a specific resolution will follow. Good notes let a specialist respond without making the customer repeat the story.

The work may involve

• Read assigned web forms and identify their main topics and any secondary requests.
• Enter feedback in the approved online categories and record system.
• Send a courteous acknowledgement using approved wording.
• Route a service issue, billing question, or urgent concern to its owner.
• Link a follow-up submission to an existing case when appropriate.
• Respect consent settings before any use of a testimonial or quotation.
• Flag inappropriate personal details for secure handling.
• Keep a simple record of pending and completed handoffs.

Previous customer service or office administration experience is helpful but optional. The company will train a beginner on its feedback categories, privacy guidance, and escalation rules. You should be able to read a message without reducing it to a single convenient label and write a clear summary that distinguishes the customer's words from your own inference.

A private home office or another suitable workspace supports careful handling of customer comments. The actual client will confirm the pay and schedule.

A feedback form can be anonymous. Do not attempt to identify its author by searching unrelated records unless the employer's process calls for it. When a customer explicitly asks for contact, make sure the request and available address reach the right team. A compliment can be shared internally under the company's procedure without assuming permission to use it publicly. If a submission includes a safety concern, follow the urgent route and preserve the person's wording so a reviewer can assess it directly.

A useful daily handoff separates submissions already assigned to a team from those awaiting a destination. It can also note a repeated topic without claiming that one customer's account represents a wider trend. When a submission is difficult to categorize, retain the original text and ask for help. The work requires a balance of prompt handling and enough care that a serious concern does not get buried under a convenient label.

Feedback can contain praise, a practical suggestion and an urgent service problem in the same form. Record each part under the approved categories and make sure a complaint reaches the person who can respond. An acknowledgement may confirm receipt without promising that a policy will change. If someone asks for a personal reply, check the contact details supplied and the organisation's response process. This role organises online feedback and preserves its context rather than deciding which suggestion the company adopts.