About the Job:
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.
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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.
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
Location: Riyadh Region (On-site)
Work Conditions: Full-time
