Customer Satisfaction Analyst at Nexio

ROLE PURPOSE

• The Analyst gathers feedback from customers regarding the customer’s satisfaction with the service support provided by the VB CSOC. This feedback is gathered by conducting an event-based telephonic survey following a logged service request. The ratings provided by the customer are captured in Service Now and excel spreadsheet and reported on.

ROLE REQUIREMENT
Call Sourcing and Survey Administration

• Source calls from SNOW based on predefined parameters.
• Reach the daily target of completed customer satisfaction survey calls (CSOC).
• Capture and record customer responses accurately from surveys.

 Reporting & Communication

• Send daily updates via email to relevant stakeholders (e.g., managers).
• Compile and submit weekly performance and feedback reports using MS Word or PowerPoint.
• Ensure all monthly survey data is submitted to the team leader on time for consolidated reporting.

Customer Engagement and Onboarding

• Assist in onboarding customers onto the SNOW portal.
• Act as the primary contact for customer satisfaction-related inquiries and issues.
• Facilitate effective communication between customers and IT service teams to address concerns promptly.

Customer Feedback Management

• Contribute to the design and implementation of customer satisfaction surveys and feedback channels.
• Collect and analyse feedback through surveys, focus groups, and direct interactions.
• Identify trends, areas of improvement, and service strengths through feedback analysis.

 Performance Analysis and Improvement

• Develop detailed reports and dashboards to communicate customer insights to stakeholders.
• Present customer satisfaction metrics in internal service review meetings.
• Collaborate with IT service management teams to develop and track action plans based on feedback.
• Monitor the impact of service improvement initiatives on customer satisfaction.
• Advocate for customer-centric changes in IT service delivery.

Process Alignment & Continuous Improvement

• Ensure customer satisfaction activities align with ITIL best practices and are integrated into the IT service lifecycle.
• Support the implementation and continual improvement of ITIL processes related to service strategy, design, transition, operation, and improvement.

QUALIFICATIONS & EXPERIENCE

• A minimum qualification of a National Senior Certificate (Grade 12).
• A higher education would be advantageous.
• Good knowledge of MS Outlook, Word, Excel and PowerPoint.
• Ability to work independently and without direct and constant supervision.
• Self-driven, motivated and trustworthy professional with integrity (Comfortable with routine tasks).
• Telephone etiquette.
• Professional always.
• Articulate in speech.
• Good interpersonal skills.
• Customer service, the analyst making the calls must be patient and attentive to customers.
• Contributes to team effort by accomplishing/producing results as needed.
• Administrative support (Data capturing).
• Attentive to detail and accuracy.
• Numeracy skills.
• Analysis of data (The ability to pick up trends).
• Good time management.
• Communication skills-The service analyst shall compile emails to forward to management.
• MS Word, Excel, PowerPoint, Outlook.

Deadline:25th July,2025