Customer Insight office

Job Description

The Customer Insight officer/ outbound survey agent is responsible for conducting outbound calls to customers, executing predefined survey scripts, and collecting structured, meaningful feedback. This role is a key touchpoint in our Voice of Customer (VoC) program and supports strategic decision-making through real-time customer insight.

Key Responsibilities:

• Initiate professional outbound calls to customers to conduct targeted surveys across various service areas.
• Clearly communicate the purpose of the call, ensuring customer consent and comfort in participation.
• Guide customers through structured survey questionnaires while capturing responses accurately and comprehensively.
• Translate customer tone, expressions, and indirect cues into contextual insights.
• Handle minor customer inquiries or concerns during the call and escalate when necessary.
• Log feedback in the system efficiently, ensuring data quality and clarity for analytics purposes.
• Provide summarized input on trends and recurring customer themes to supervisors.
• Collaborate with internal teams to align survey objectives with department goals.

Requirements

Qualifications and Experience:

• Minimum 1–2 years of experience in outbound calling or survey research.
• Proven communication skills in both Arabic and English (spoken and written).
• Strong ability to multitask between active listening, speaking, and data entry.
• Familiarity with survey management tools is a plus.
• Experience in telecom, gaming, or digital platforms is an advantage.

Core Competencies:

• Customer-centric mindset
• Emotional and social intelligence
• Professional telephone etiquette
• Active listening and questioning skills
• Data accuracy and documentation discipline