Customer Satisfaction Administrator at Nexio

ROLE PURPOSE

• The Customer Satisfaction Administrator plays a crucial role within the ITIL framework, ensuring that the organisation'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.
• Collect and analyse customer feedback through various channels such as surveys, focus groups, and direct customer interactions, as per the agreed timelines and volumetrics
• Analyse customer feedback data to identify trends, areas of improvement, and service strengths.
• Create detailed reports and dashboards to communicate findings to stakeholders, including Service Managers and senior leadership.
• Present customer satisfaction metrics in internal service review meetings.
• Work with service operations teams to develop action plans based on customer feedback.
• Monitor and report on the progress of service improvement initiatives and their impact on customer satisfaction.
• Act as the primary point of contact for customer satisfaction-related inquiries and issues.
• 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 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 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 tracking, and analysing key performance indicators (KPIs) related to customer satisfaction, service quality, and operational performance.
• Experience 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.

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.
• ITIL Foundation certification preferred