Hybrid Service Assurance & Customer Experience Lead

EXA Infrastructure; Leinster; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Job summary

EXA Infrastructure is seeking a Service Assurance Coordinator to own the day-to-day service performance for nominated accounts and drive data-driven improvements. You will engage customers regularly to align services with their evolving needs and collaborate with internal teams and vendors to resolve issues.

The role emphasises a strong analytical mindset, exceptional communication, and a customer-focused approach, with hybrid working arrangements in a growing company environment.

Qualifications

• Experience in customer service, service desk or service coordination is beneficial.
• Strong analytical mindset to identify trends and root causes.
• Excellent verbal and written communication with a customer-focused approach.
• Detail-oriented with accuracy and quality in all tasks.
• Proven ability to manage competing priorities and deadlines.
• Collaborative team player in a fast-paced environment.

Responsibilities

• Own day-to-day service performance and customer experience for assigned accounts.
• Conduct outbound engagement to align services with evolving needs.
• Analyze customer history, service trends, and incidents to identify root causes.
• Act on feedback to drive continuous improvement and satisfaction scores.
• Maintain oversight of open tickets, SLAs, and resolutions.
• Prepare and present data-driven reports during operations reviews.
• Collaborate with internal teams, vendors, and engineering to resolve issues.
• Use insights to identify service improvements and process optimisation.

Skills

Analytical mindset

Data interpretation

Communication

Customer focus

Attention to detail

Problem solving

Team collaboration

MS Excel

MS PowerPoint

MS Outlook

Tools

Excel

PowerPoint

Outlook

Job description

EXA Infrastructure is seeking a Service Assurance Coordinator to own the day-to-day service performance for nominated accounts and drive data-driven improvements. You will engage customers regularly to align services with their evolving needs and collaborate with internal teams and vendors to resolve issues.

The role emphasises a strong analytical mindset, exceptional communication, and a customer-focused approach, with hybrid working arrangements in a growing company environment.