1 Employee Satisfaction jobs in South Africa
Customer Satisfaction Analyst
Posted 18 days ago
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Job Description
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.
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