Job Purpos:

The purpose of the Voice of Customers (VOC) and Customer Complaints Section Head role is to lead and drive excellence in customer satisfaction by overseeing the systematic collection and analysis of customer voice, resolving complaints effectively, and implementing House of Quality according to the added value needs of customers and continuous improvement initiatives based on customer insights.

plays a crucial part in fostering positive customer relationships, enhancing the overall customer experience, and ensuring that ASG is responsive to customer needs. By establishing quality assurance processes and leading a customer-centric culture, the VOC and Customer Complaints Section Head contributes to the organization's reputation for delivering high-quality products and services while actively addressing and resolving customer concerns.

Reporting Line:

• Head of Quality management

Responsibilities:

• Develop and implement processes to collect, analyze, and manage customer voice through planned customer visits and various channels.
• Establish a systematic approach for capturing the Voice of the Customer to drive improvements in products and services.
• Building ASG House of Quality for ASG current and new products, in alignment with all relevant departments.
• Perform a customer needs assessment and evaluation and ensure that all adding values requirements and specifications are communicated through ASG relevant teams.
• Oversee the resolution of customer complaints, ensuring timely and effective responses to address issues and maintain customer satisfaction.
• Implement corrective actions and preventive measures based on the analysis of recurring complaints.
• Lead initiatives to identify areas for improvement based on customer Voice, working collaboratively with cross-functional teams to implement enhancements.
• Drive a culture of continuous improvement to enhance the overall customer experience.
• Foster positive relationships with customers, acting as a liaison between customers and internal departments to address concerns and promote customer loyalty.
• Proactively communicate with customers to understand their needs and expectations.
• Oversee quality assurance processes to ensure that products and services meet or exceed customer expectations.
• Develop and monitor key performance indicators (KPIs) related to customer satisfaction and complaint resolution.
• Analyzing customer feedback data and preparing regular reports is a key responsibility.
• Provides management with insights into customer satisfaction, emerging trends, and areas that require attention.
• Providing training to employees on the importance of customer satisfaction and effective complaint resolution. Deploy a customer-centric culture within the organization.