Customer Feedback and Portal Support
Pune, MH, IN
Main responsibilities and tasks:
Ensure the smooth operation and continuous improvement of the customer portal by translating customer feedback into actionable requirements.
Support customer-centric improvements by leading the annual customer survey process (Voice of Customer initiative), championing the importance of feedback within the organization, and preparing the base for transforming insights into actionable enhancements for products and services.
Customer Feedback Support:
- Coordinate and support the preparation and execution of the annual customer survey, ensuring timely communication and alignment with internal teams.
- Support and educate Sales in collecting and interpreting customer feedback throughout the process.
- Maintain and update dashboards to visualize participation, progress and results.
- Analyse and translate customer insights into concrete actions for service and product development.
- Facilitate collection and documentation of improvements actions.
Customer Portal Support:
- Act as the primary point of contact for the portal to internal and external customers, ensuring stability and usability. This includes administratively managing incoming requests, coordinating their processing, and maintaining clear communication on status and timelines.
- Collect, document, and analyze customer feedback on the VOC tool; define and prioritize necessary actions to adapt and improve the portal in close collaboration with the relevant stakeholders.
- Serve as an organizational hub and interface, translating customer feedback into well structured requirements for the technical development team and overlook the implementation of those improvements.
- Collaborate with Sales to support customer onboarding and manage access rights.
- Monitor and address issues promptly to maintain a seamless experience for all portal users.
- Develop and deliver relevant training (material) for employees and customers ensuring a fast and successful onboarding experience into the VOC tool.
- Any Graduate with 5-7 years' experience in managing digital platforms and survey tools.
- Strong knowledge of CRM and Power BI for data visualization.
- Proficiency in English language.
Burckhardt Compression creates leading compression solutions for a sustainable energy future and the long-term success of its customers. The Group is the only global manufacturer that covers a full range of reciprocating compressor technologies and services. Since 1844, its passionate, customer-oriented and solution-driven workforce has set the benchmark in the gas compression industry.