Customer Satisfaction Analyst

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.