Customer Experience Agent

Function: Customer Services

Location: Normanton

Contract Type: Full Time Permanent

Salary: Competitive

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Customer Experience Agent

Company Overview

VOW is one of the UK and Ireland’s leading wholesalers of business products with its headquarters in Sheffield, England. The company distributes over 20,000 products from its three automated distribution centres in England and Ireland to over 3000 resellers and customers.

The major product categories distributed by VOW include general office supplies, paper and computer consumables, cleaning, catering, janitorial, health and safety, PPE, premises management, office furniture and a variety of technology and machines.

VOW offers a wide range of business services including marketing initiatives, e-commerce solutions, business development programmes and logistics options, all which help to grow VOW’s Resellers’ businesses.

VOW is proud to work with all the major dealer groups in the UK and Ireland including an exclusive relationship with Office Friendly and strong relationships with Integra, Nemo, Challenge, Office Club, and the CB Group.

Role Specification

Role Objective:

The Customer Experience Agent will maintain and expand relationships with a designated group of customers and is responsible for maximizing the Customer Experience and objectives of assigned accounts. Fully responsible for achieving all Customer Experience measures.

Through a pro-active and passionate approach the Customer Experience Agent will ensure assigned customers’ needs and expectations are exceeded and documented in accordance with company standards and supported by detailed Customer and Contact plans. The Customer Experience Agent will be the voice of the customer ensuring every customer intervention is focused on developing the transaction in to a meaningful interaction.

The Customer Experience Agent will have excellent interpersonal communication skills, be a strong influencer, with proven negotiation skills and the ability to gather customer information and analyze industry and customer specific data in order to create customer specific solutions.

Summary of Role Responsibilities:

  • Contact customers to optimise sales of office products through inbound and pro active outbound calls, suitable to the customers needs
  • Service enquiries received via phone, portal and email and exceed customer expectations
  • Keep accurate databases of customer information and opportunity
  • Promote relevant campaigns with designated customers
  • Deliver an excellent customer experience whilst seeking out opportunities for growth
  • Utilise information systems to conduct trend and gap analysis to understand and act on customer opportunities/ pain points
  • Deliver performance and achieve customer experience measures
  • Deliver appropriate customer outcomes, ensuring investigations adhere to SLA’s whilst protecting company profitability

Person Specification

QUALIFICATIONS/EXPERIENCE

Essential

  • Track record in a customer focussed telephony environment
  • Proven track record of having the customers needs at the heart of all activity

Desirable

  • Customer service/ customer experience/ sales
    • Understand KPI’s and Targets
    • B2B / B2C experience

SKILLS/ ABILITIES

Essential

  • Excellent interpersonal skills
  • Customer focussed
  • Able to build rapport quickly
  • PC literate
  • Able to work to targets/ measures
  • Ability to adapt and engage with change
  • Critical thinking, ability to solve problems effectively with the long term solution in mind

Desirable

DISPOSITION

  • Integrity
  • Customer focussed
  • Performance and results focussed
  • Flexible
  • Excellent time keeping
  • High level of organisational skills

NOTE:  The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company. 

OUR BENEFITS

We offer a competitive range of benefits, including free parking (subject to site availability), contributory pension plan, Employee Assistance Programme, retailer and lifestyle perks and discounts, paid charity support day, staff discounts, an opt-in medical plan and eyecare assistance. Our employees hard work can be rewarded through the EVO Honours reward programme and long service recognition schemes.  

We also have a generous holiday package and a holiday purchasing scheme.  All our employees either get their Birthday off every year or a voucher in their birthday month, and in most areas of the business we close between Christmas and New Year!   

DIVERSITY AND ANTI-DISCRIMINATION STATEMENT

It is our people that make us successful and so we are committed to making The EVO Group of companies an inclusive workplace.

We encourage a diverse culture, in which we value you for being you, and the excellent contributions you make to business, no matter your age, gender, disability, marital status, sexual orientation, race, nationality or religion.  The EVO Group of companies expect their employees to respect one another and treat their colleagues, and others that they come into contact with, as they would wish to be treated themselves.

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