Voice of Customer

Summary about this job

Detail information about job Voice of Customer. Terms and conditions vacancy

• WGEA employer of choice
• Work for Forbes' #12 most innovative growth company in the world
• Join our creative, agile and inspired team

Got drive? You’ll fit right in.

In 1997 we tried something new - we've been doing it ever since. From humble start-up beginnings, today we're an ASX top 100 with world-class technology and advertising solutions. Not only are we the largest online automotive, motorcycle and marine classifieds business in Australia, we're growing across Latin America and Asia.

The Role 
The Voice of Customer (VOC) role is responsible for end to end customer feedback – from listening across all channels, to interpreting priorities and trending issues, to acting on findings and working with stakeholders business-wide to drive change, through to monitoring the impact and closing the loop by coming back to our customers with an update or resolution.

What you'll do 

• Measure and assess customer NPS and customer satisfaction across the customer journey
• Daily monitoring and reporting on all forms of customer data feedback channels, including feedback flowing into the NPX platform
• Monitor survey response volumes on a daily basis to ensure data capture is at expected levels (i.e. no technical issues) and follow up with technical owners for issue resolution if required.
• Ensure Zendesk and NPX processes for the recording of data is followed to maintain high accuracy (specifically, reason codes are correctly attributed)
• Utilise data and insights to develop and recommend strategic improvements to the customer journey
• Deliver business-wide VOC reports to promote thought and generate discussion
• Respond to customer feedback within the agreed timeframes and based on response priority level (as per guidelines for each survey type)
• Liaise with product owners to share customer feedback and monitor their closing the loop activities
• Work with Vision Critical community manager to maintain visibility of feedback coming via the Insights Community and ensure key stakeholders are informed of feedback 

What we're looking for

• Experience working with CSAT, NPS or other CX measurement methodologies preferred
• Understanding of marketing principles and how these are applied in product development to deliver a great customer experience.
• Understanding of market research and surveying methodologies to gather customer feedback
• Ability to work closely with stakeholders from all areas and at all levels of the business
• Excellent written and verbal communication skills, including a fantastic phone manner
• Ability to prioritise competing demands and manage own workload
• Project management experience would be beneficial

Why apply?

Carsales offers extensive opportunities to learn and evolve in a diverse, fast-paced and dynamic environment. We are committed to our people through many ongoing initiatives associated with culture and benefits, career development, health and well-being, community, work-life balance and reward, and recognition. We continually strive to attract and retain the most talented people through a number of programs designed to support learning and development. When you work at Carsales you don't just have a job, but you have a rewarding career.

Carsales is an equal opportunity employer who prides themselves on
providing a diverse workplace that brings out the best in its people. 
We encourage women and men of all ages and background to apply.

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And just a quick one… 
Successful candidates joining the carsales family are required to undergo a National Police Record check and must have full-time Australian working rights on an ongoing basis.