Service Assurance Coordinator

Job description

Role Purpose The Service Assurance Coordinator plays a critical role in delivering an exceptional customer experience by providing proactive, data-informed support to their nominated accounts. This role requires a customer-first mindset, strong analytical capabilities, and the ability to collaborate effectively with internal teams and external partners. The successful candidate will play a pivotal role in upholding EXA’s high standards by proactively identifying service trends, addressing issues before they escalate, and driving improvements that enhance the overall customer experience. Key Responsibilities Own the day-to-day service performance and customer experience for assigned accounts in a fast-paced environment. Conduct regular outbound engagement with customers to ensure services are aligned with their evolving needs and expectations. Analyse customer history, service trends, and incident patterns to identify root causes and proactively address recurring issues. Act on customer feedback—both positive and negative—to drive continuous improvement and increase satisfaction scores. Maintain meticulous oversight of open tickets, ensuring timely updates and resolution in line with SLAs and customer expectations. Prepare and present data-driven reports on customer satisfaction, service metrics, and improvement initiatives during regular operational reviews. Collaborate cross-functionally with internal teams, third-party vendors, and engineering to resolve issues and enhance service delivery. Use insights and analytics to identify opportunities for service enhancements and process optimisation. Individual Profile Previous experience in customer service, service desk or service coordination is an advantage. Strong analytical mindset with the ability to interpret data, identify trends, and make informed decisions. Excellent verbal and written communication skills with a professional and empathetic approach to customer interactions. Highly customer-focused with a passion for delivering outstanding service experiences. Detail-oriented with a commitment to accuracy and quality in all aspects of work. Proven problem-solving skills and the ability to manage competing priorities effectively. Collaborative team player who thrives in a dynamic, fast-paced environment. Proficient in Microsoft tools (e.g., Excel, PowerPoint, Outlook) as well as service management and data analysis platforms. Our working environment We are committed to working in the location where we do our best work. As a small and growing company with great offices in great locations, most employees will aim to be in the office 3 days a week and 2 days working from home/ other locations. Here at EXA, we believe the future includes everyone, we are open to all applications to create an environment and culture that includes one and all. We are a proud global community, that wants to drive diversity of thought though our employees and culture. We want you to come as you and make yourself and EXA successful.