Customer Satisfaction Administrator at Nexio

The Customer Satisfaction Administrator plays a crucial role within the ITIL framework, ensuring that the organization's IT services meet or exceed customer expectations. This position is responsible for gathering, analysing, and reporting customer satisfaction data, and working closely with IT service management teams to implement improvements based on feedback.

ROLE REQUIREMENT

• Participate in the development and implementation of customer satisfaction surveys and feedback mechanisms. 
• Regularly collect and analyse customer feedback through various channels such as surveys, focus groups, and direct customer interactions. 
• Analyse customer feedback data to identify trends, areas of improvement, and service strengths. 
• Create detailed reports and dashboards to communicate findings to stakeholders, including IT service managers and senior leadership. 
• Present customer satisfaction metrics in internal service review meetings. 
• Work with IT service management teams to develop action plans based on customer feedback. 
• Monitor the progress of service improvement initiatives and their impact on customer satisfaction. 
• Advocate for customer-centric changes within the IT service delivery process. 
• Act as the primary point of contact for customer satisfaction-related inquiries and issues. 
• Facilitate communication between customers and IT service teams to ensure customer concerns are addressed promptly. 
• Collaborate with other departments to align customer satisfaction efforts with broader organizational goals. 
• Ensure that customer satisfaction activities are aligned with ITIL best practices and integrated into the IT service management lifecycle. 
• Contribute to the continual service improvement process by providing customer insights and feedback. 
• Support the implementation of ITIL processes, particularly those related to service strategy, design, transition, operation, and continual service improvement. 

PROFESSIONAL COMPETENCIES 

• Excellent communication and interpersonal skills. 
• Strong analytical and problem-solving abilities. 
• Ability to work collaboratively with cross-functional teams. 
• Customer-focused mindset with a passion for service excellence. 
• Experience in defining, tracking, and analysing key performance indicators (KPIs) related to customer satisfaction, service quality, and operational performance. Skill in using metrics to drive continuous improvement initiatives. 
• Experience in implementing quality assurance processes to ensure service delivery meets or exceeds customer expectations. Ability to drive continuous improvement initiatives based on quality metrics and customer feedback. 
• Skill in managing relationships with external vendors and suppliers to ensure their performance meets contractual obligations and contributes to customer satisfaction goals. 

QUALIFICATIONS & EXPERIENCE 

• Matric Certificate (Essential) 
• Bachelor’s degree in Information Technology, Business Administration, or a related field would be advantageous  
• Minimum of 3 years of experience in customer satisfaction or customer service roles within an ITIL environment.