Customer Insight office

The Customer Insight Officer/Outbound Survey Agent is responsible for conducting outbound calls to customers, executing predefined survey scripts, and collecting structured feedback. This role is a key touchpoint in the Voice of Customer (VoC) program, supporting strategic decision-making through real-time customer insight. Key responsibilities include initiating professional calls, guiding customers through surveys, capturing responses accurately, translating cues into insights, handling inquiries, logging feedback, and collaborating with internal teams.

Must Have

• 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.
• 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.

Good to Have

• Familiarity with survey management tools is a plus.
• Experience in telecom, gaming, or digital platforms is an advantage.

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