Customer Experience Advisor

Function: Customer Services

Location: Normanton

Contract Type: Full Time Permanent

Salary: Competitive

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Customer Experience Advisor

WHAT WILL I BE DOING?

The Customer Experience Agent will maintain and expand relationships with a designated group of customers and is responsible for maximising 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 focussed on developing the transaction into 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 analyse 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

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

WHAT ARE WE LOOKING FOR?

Essential

  • Track record in a customer focused 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 focused
  • 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

DISPOSITION

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

WHAT DO WE DO?

EVO Group are the largest multi-channel distributor of business supplies and services in the industry with unparalleled reach and experience in the UK. We provide sourcing, storage and fulfilment services to over 20,000 resellers, corporate organisations and direct customers through VOW, VOW RETAIL, Banner and Truline.

With an unrivalled logistics platform, the highest number of direct manufacturer relations and the broadest multi-channel sales structure, we continue to lead the business supplies and services industry across the UK and Ireland. Through constant innovation, progressive business services and the most extensive product range, we remain at the forefront of our industry offering an exceptional overall customer experience.

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.

 

Apply now