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 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 analyse industry and customer specific data in order to create customer specific solutions.
Your Responsibilities As a Customer Service Advisor:
* 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 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
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
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.
The Company
evo - a powerhouse of brands.
evo Group of Companies is the UK and Ireland's largest multi-channel business supplies and services distributor. We operate a centralised distribution network, with distribution centres around the UK and Ireland, complemented by regional cross-dock sites. Our unrivalled logistics platform includes hundreds of our own delivery vehicles, efficiently delivering a vast range of essential goods to workplaces across the nation.
We Recognise That Our People Are At The Heart Of Our Culture Here At Evo And We Are Proud To Employ Over 2,000 People Across Our Industry Leading Brands:
VOW Wholesale, VOW Ireland, Banner, Complete, Premvan, Truline & Staples.
The Benefits
* Flexible working
* Pension contributions
* Cycle to work scheme
* Employee Assistance Programme
* State of the art IT equipment
* Volunteer days
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