ROLE PURPOSE<\/p>\n
\tThe 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.<\/p>\n
ROLE REQUIREMENT<\/p>\n
\tParticipate in the development and implementation of customer satisfaction surveys and feedback mechanisms.
\n\tCollect and analyse customer feedback through various channels such as surveys, focus groups, and direct customer interactions, as per the agreed timelines and volumetrics
\n\tAnalyse customer feedback data to identify trends, areas of improvement, and service strengths.
\n\tCreate detailed reports and dashboards to communicate findings to stakeholders, including Service Managers and senior leadership.
\n\tPresent customer satisfaction metrics in internal service review meetings.
\n\tWork with service operations teams to develop action plans based on customer feedback.
\n\tMonitor and report on the progress of service improvement initiatives and their impact on customer satisfaction.
\n\tAct as the primary point of contact for customer satisfaction-related inquiries and issues.
\n\tCollaborate with other departments to align customer satisfaction efforts with broader organizational goals.
\n\tEnsure that customer satisfaction activities are aligned with ITIL best practices and integrated into the service management lifecycle.
\n\tContribute to the continual service improvement process by providing customer insights and feedback.
\n\tSupport the implementation of ITIL processes, particularly those related to service operation, and continual service improvement.<\/p>\n
PROFESSIONAL COMPETENCIES<\/p>\n
\tExcellent communication and interpersonal skills.
\n\tStrong analytical and problem-solving abilities.
\n\tAbility to work collaboratively with cross-functional teams.
\n\tCustomer-focused mindset with a passion for service excellence.
\n\tExperience in tracking, and analysing key performance indicators (KPIs) related to customer satisfaction, service quality, and operational performance.
\n\tExperience in using metrics to drive continuous improvement initiatives.
\n\tExperience in implementing quality assurance processes to ensure service delivery meets or exceeds customer expectations.
\n\tAbility to drive continuous improvement initiatives based on quality metrics and customer feedback.<\/p>\n
QUALIFICATIONS & EXPERIENCE<\/p>\n
\tMatric Certificate (Essential)
\n\tBachelor\u2019s degree in information technology, Business Administration, or a related field would be advantageous
\n\tMinimum of 3 years of experience in customer satisfaction or customer service roles within an ITIL environment.
\n\tITIL Foundation certification preferred
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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