Customer Satisfaction Survey Assistant

Job Overview

As part of the implementation of a customer satisfaction survey across several territories in the Indian Ocean region, we are seeking motivated and detail-oriented candidates to support telephone survey campaigns and collect customer feedback.

Main Responsibilities

• Contact customers by telephone using the contact lists provided.
• Conduct Net Promoter Score (NPS) questionnaires in accordance with the established script and instructions.
• Collect customer responses in a neutral, professional and structured manner.
• Enter and update responses in Excel tracking files or other designated tools.
• Monitor call activity, including customers reached, follow-up attempts, completed questionnaires and any difficulties encountered.
• Demonstrate persistence in following up with customers while respecting their availability and the established contact guidelines.
• Report sensitive customer feedback or dissatisfaction requiring follow-up by the Sales Team.
• Occasionally accompany Sales Representatives on customer visits to conduct questionnaires in person when this is more convenient for the customer.
• Maintain the confidentiality of all information collected and comply with data protection requirements.

Required Qualifications and Skills

• Preferably in Sales, Customer Relations, Business Administration or a related field.
• Strong interpersonal skills and the ability to establish positive relationships with customers quickly.
• Confidence in making telephone calls, good verbal communication skills and active listening abilities.
• Ability to follow a script while maintaining a natural and professional conversation.
• Good working knowledge of Microsoft Excel, particularly for data entry, updating records and tracking information.
• Strong attention to detail, organisational skills, reliability and commitment to data accuracy.
• Perseverance, enthusiasm and the ability to maintain a consistent volume of calls.
• Discretion and respect for customer data confidentiality.

Language Requirements by Territory

• Good command of both French and English. Knowledge of Mauritian Creole would be an advantage.

Personal Attributes

The successful candidate must be comfortable communicating with customers over the telephone, persistent, patient and positive. They must also be able to handle refusals and customer unavailability professionally while maintaining a respectful and courteous approach.