Senior VoC CX Analyst - Night Shift & Hybrid

Genesys Cloud Services Cayman Ltd. - Philippine Branch

Metro Manila

On-site

PHP 900,000 - 1,200,000

Full time

4 days ago

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Job summary

Genesys Cloud Services Cayman Ltd. - Philippine Branch seeks a Senior Customer Experience Analyst to support our VoC program.

You will transform feedback into improvements via investigation, root-cause analysis, and closed-loop resolution, coordinating with account stakeholders to understand experience and identify opportunities. The role emphasizes data quality, taxonomy, and timely follow-ups, with emphasis on clear, empathetic communication and ability to balance automation with human

Qualifications

Bachelor's degree or equivalent professional experience.
5+ years in customer experience, VoC, or related fields.
Excellent written and verbal English communication.
Strong empathy and ability to respond to feedback.
Ability to identify patterns in customer feedback.
Experience with CRMs and case management systems.

Responsibilities

Daily review of customer feedback across surveys and VoC channels.
Prioritize feedback based on severity.
Categorize feedback using established taxonomies and tagging standards.
Maintain data quality by reviewing AI-generated tags and surfacing new trends.
Distinguish isolated concerns from systemic issues.
Conduct customer follow-up per guidelines.
Maintain clear, professional, empathetic communications.
Leverage AI to automate tasks while maintaining human oversight.
Coordinate issues with account stakeholders.
Investigate customer concerns by reviewing account details, product usage, and history.