Telephone Survey Researcher

As a Telephone Customer Survey Representative, your primary responsibility is to contact existing customers via telephone and conduct brief reviews of their service experiences. Your role is crucial in gathering valuable feedback to enhance customer satisfaction and improve service quality. Excellent communication skills, a friendly demeanor, and proficient IT skills are essential for success in this role., Conducting Customer Surveys: Place outbound calls to existing customers to gather feedback on their recent service experiences. Follow a scripted questionnaire while maintaining a conversational tone to ensure a positive interaction.
Active Listening: Listen attentively to customers' responses, demonstrating empathy and understanding while probing for specific details regarding their satisfaction or concerns.
Recording Responses: Accurately record customer responses and feedback in the designated database or CRM system. Ensure all information is documented thoroughly and in a timely manner.
Problem Resolution: Identify and escalate any customer issues or complaints to the appropriate department or supervisor for resolution. Offer assistance or guidance when necessary to address customer concerns effectively.
Maintaining Professionalism: Uphold a professional and courteous demeanor at all times during interactions with customers. Remain patient and composed, even in challenging situations.
Adhering to Guidelines: Follow established guidelines and procedures for conducting surveys, ensuring compliance with company policies and regulations.
Achieving Targets: Meet or exceed performance targets for survey completion rates, quality scores, and customer satisfaction metrics.
Continuous Improvement: Provide feedback and insights based on customer responses to contribute to the ongoing improvement of products and services. Suggest areas for enhancement or refinement in survey processes.

Excellent Phone Manner: Strong verbal communication skills with a clear and articulate speaking voice. Ability to engage customers in meaningful conversations while maintaining professionalism.
Customer Service Skills: Demonstrated ability to empathise with customers, address their needs effectively, and provide exceptional service.
Active Listening: Proficient in active listening techniques to understand customer feedback and extract relevant information.
IT Skills: Comfortable using computer systems, CRM software, and survey platforms.
Attention to Detail: Accurate data entry skills with a keen eye for detail when recording customer responses.
Time Management: Effective prioritisation and time management skills to ensure timely completion of surveys and adherence to schedule targets.
Resilience: Ability to remain calm and composed under pressure, handling rejection or difficult customers professionally.
Team Player: Willingness to collaborate with colleagues and contribute to a positive team environment.
Education and Experience:

Previous experience in customer service, telemarketing, or phone-based surveys preferred.
Training in customer service techniques or call centre procedures is advantageous.