The role will be focused on maintaining and improving customer satisfaction to aid the business goals of retaining and growing existing business. Key to success will be customer engagement aiding stronger customer relationships in turn improving customer loyalty. The relationships created inspire the customers to advocate and refer DataVita as a premium business partner. Excelling in this role will enable DataVita to stand out from the competition and demonstrate real value to their customers. The day-to-day responsibilities will be ensuring service levels are met and all customer queries are acted upon in a timely manner, development of Service Reviews and increasing/developing customer feedback mechanisms. Customer feedback is a key driver to service improvement and will enable the development of customer specific reporting and KPI’s to enhance the overall service level.
Responsibilities
Service Management
- Builds deep and trusted relationships with the customer, at all levels and is seen as the go to person in relation to all service delivery matters.
- Manage customer queries to resolution ensuring a timely and satisfactory outcome for the customer
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Monitor the success of new Services and Changes to ensure we are meeting the required standards.
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Analyse service incidents, looking at performance metrics, trends and root cause
- Deliver customer service reviews remotely and at customer premises
- Promotion of new services offered by DataVita
- Growth of Total Contract Value for assigned customers
Operational
- Develop new and existing service review documentation
- Increase customer feedback by developing standard mechanisms
- Utilise customer feedback to develop business or customer specific KPI’s to enhance service delivery
- Initiate and facilitate contract renewal discussions
- Liaise with internal departmental Managers to assist with customer queries
- Provide customer quotations for additional services as required
- Continuously improve the customer experience by challenging the DataVita team to enhance and innovate existing services to meet the ever-changing customer needs
Reporting
- Provide monthly reports on customer satisfaction
- Provide service improvement plans for management review
Skills & Qualifications
- Effective communication
- Active listener
- Excellent customer service skills
- Excellent computer skills to analyse data and create reports
- Effective team player
- Detail-Oriented
- Service Delivery or Project Management qualifications would be beneficial but not mandatory