In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.We are waiting for you to continue this story.Responsibilities:Monitor the daily performance of VOC Specialists and ensure timely and effective handling of complaints & operations.Train and coach new experts and improve their problem-solving and communication skills.Directly manage critical cases (e.g., financial complaints, legal issues, or VIP customers) and ensure prompt and satisfactory resolution, if necessary.Oversee the collection, categorization, and analysis of customer feedback through multiple channels (phone, email, surveys, and chat).Ensure timely and accurate documentation of all customer interactions and feedback.Share customer insights and feedback with the VOC team and relevant departments.Provide actionable suggestions to managers for improving systems and workflows based on customer feedback.Updating Flows and training VOC Specialists.Collect and analyze complaint data (e.g., topic classification, frequency of problems, response time).Prepare regular reports and dashboards for Supervisor on VOC trends, root causes, and improvement initiatives.NightRequirements:Bachelor’s degree in Management, Public Relations, Industrial Engineering, or related fields.1+ years of experience in reporting, or business intelligence rolesExpert proficiency in Microsoft Excel, including advanced formulas, pivot tables, chartsStrong analytical thinking and attention to detailAbility to explain complex data to non-technical stakeholders in a clear and concise mannerBenefits:Credit for Vacations, Gym, Therapy CostsSocial Security & Complementary InsuranceEducational platform of advanced coursesSnappfood’s Discount codesLoans