Customer Satisfaction Administrator

2 weeks ago

Midrand, South Africa Nexio Full time

**ROLE PURPOSE**
Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.

At Nexio, we have identified five major reasons why our people want to work for us:

- They get rewarded for their efforts
- They have opportunity to work with high energy team
- They form part of the Vodacom/Vodafone Group
- There are opportunities to grow their careers
- They build trust and Lead with a competitive culture.

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.

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