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Normanton on Trent, Nottinghamshire, United Kingdom EVO Full time{"h1": "Customer Experience Executive", "p": "At EVO, we are seeking a highly skilled Customer Experience Executive to join our team. This role is responsible for maintaining and expanding relationships within a portfolio of customers, ensuring their needs and expectations are exceeded and documented in accordance with company standards.", "ul": [{"li":...
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Customer Experience Agent
3 months ago
Customer Experience Agent
Based:
Normanton
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 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.
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
- 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
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.
_What we offer:
We offer a competitive range of benefits, including but not limited to:
- A contributory pension plan,
- Employee Assistance Programme,
- Retailer and lifestyle perks and discounts,
- One paid day off per year for you to support the charity of your choice,
- Staff discount rates,
- An optin medical plan and
In addition, we recognise our employees hard work and ensure it is rewarded through the
evo Honours reward programme and long service recognition schemes.
We support and encourage your ongoing training and development with access to an e-learning platform covering a wide range of topics, plus the opportunity to complete various training schemes (terms apply).
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.
