Survey Specialist

Survey Specialist

Position Overview

The Survey Specialist is responsible for contacting customers through phone calls, email, or other communication channels to conduct surveys and gather customer feedback. The role focuses on obtaining accurate and complete survey responses, maintaining a professional customer experience, and documenting information properly in company systems.

Key Responsibilities

• Conduct outbound customer surveys following approved scripts, questionnaires, and procedures.
• Contact customers through phone calls and other assigned communication channels.
• Clearly explain the purpose of the survey and encourage customers to participate.
• Ask survey questions accurately and consistently without influencing the customer's responses.
• Listen actively to customer feedback, comments, concerns, and suggestions.
• Record customer responses accurately in the designated CRM, survey platform, or database.
• Ensure all required survey fields and information are completed correctly.
• Maintain professionalism and a positive customer experience throughout each interaction.
• Handle customer questions related to the survey and provide appropriate information.
• Escalate complaints, sensitive concerns, or issues requiring further assistance to the appropriate team.
• Meet daily and monthly targets for completed surveys, productivity, quality, and attendance.
• Follow call handling procedures, quality standards, scripts, and company policies.
• Maintain confidentiality and properly handle customer information in accordance with company policies and applicable data privacy requirements.
• Participate in coaching, calibration sessions, training, and quality improvement activities.
• Review survey results and identify recurring customer concerns or trends when required.
• Perform other customer service or survey-related duties assigned by management.

Qualifications

• High school graduate, college undergraduate, or college graduate.
• BPO, call center, telemarketing, customer service, or survey experience is an advantage.
• Excellent verbal and written communication skills.
• Good English communication skills, both spoken and written.
• Strong listening and interpersonal skills.
• Comfortable speaking with different types of customers.
• Able to follow scripts, questionnaires, and standard operating procedures.
• Basic computer literacy and ability to navigate multiple systems.
• Accurate data entry and good attention to detail.
• Able to work with performance targets and deadlines.