The Customer Experience Administrator will lead survey generation, surveying of customers through our Customer Satisfaction Survey by phone and general survey administration for Schindler New Zealand.

Directly reporting to Marketing and Communications Officer and work closely with service leaders, service administrators, project managers and project administrators to ensure we are meeting our targets for our Customer Satisfaction Survey, set by Group. This person will also support the administrators and account managers with contact changes for our clients and ensuring any key messages from customers are passed on to the right department.

The Customer Experience Administrator will also provide insights from surveys to the Marketing and Communications officer to support the Customer Experience strategy for the business.  

This person will also support the Marketing and Communications officer and the Leadership team with customer related events and activities.

Tasks

• Generate surveys.   
• Work with Administrators, Service Leaders, and Project Managers to ensure contacts are updated in SAP.
• Conduct and load survey responses.
• Support Service Leaders and Project Managers to ensure contact changes are updated in the system.
• Support with notifying Service Leaders and Project Managers with outstanding Closed Loop actions (as required)
• Work with Marketing and Communications Officer to generate monthly reporting.  
• Support in maintaining changes in roles to ensure people are receiving right information (as required)
• Look for opportunities to improve our processes alongside Marketing and Communications Officer

Hours of work: 20 hours per week.