Customer Experience Co-Ordinator
3 weeks ago
Who are we?
At Vertiv, we build products that keep critical technologies running 24/7. We are proud we were the first to protect mainframes with precision cooling systems. We were the first to introduce an integrated enclosure system to distributed networks. We help some of the largest names in the industry bring new capacity online faster and at a lower cost when search and social media increased demand for storage and computing. Our portfolio spans power, thermal and infrastructure management products, software and solutions, and is complemented by a network of nearly 250 service centers worldwide.
We are currently seeking a Customer Experience Co-Ordinator to join our dynamic team in Great Britain
To achieve world class performance for its customers, Vertiv must continually improve its processes and practices, whilst evolving its deliverables to meet ever changing world market needs. The Customer Experience Coordinator role is a diverse role, working on delivering business and customer projects to enhance customer and business performance.
What kind of work will you be doing?
- Gather, report on and analyze customer feedback for EMEA and UK by administering and developing the Qualtrics customer survey system and its output data for EMEA services
- Manage, log, report on and assist resolve customer complaints by managing, administering and developing the UK complaints process
- Work with other market units in EMEA to share and implement customer complaint tracking, managing and reporting
- Enhance customer satisfaction – highlight area’s for improvement to business leaders and help effect positive change
- Promote continuous improvement of Vertiv business processes and procedures - highlight area’s for improvement to business leaders and help effect positive change
- Communicate through the Vertiv teams to share internal business and external customer success – management and administration of the customer experience feedback system, email mailbox and monthly customer experience newsletter for the UK & Ireland
- Work with other market units in EMEA to share and implement best practice for internal business and external customer success
- Improve and increase employee recognition for customer service and excellent performance – manage and administer the excellence in performance awards in the UK & Ireland.
- Work with other market units in EMEA to share and implement service employee recognition program’s
- Administer the Vertiv Customer Portal platform and assist manage, onboard and work with customer registrations and questions to drive uptake of the customer portal in EMEA
Training and Self-Development
Vertiv will provide suitable training to enable the trainer to fulfill the listed duties and responsibilities. This may be via formal training courses or through on-the-job training via coaching / mentoring.
Self-development will also form part of the role identifying suitable courses and experiences required that will be beneficial and where applicable keeping up with engineering knowledge and practices. Note that courses should not be booked without prior authorization from Vertiv management.
What will make you successful?
- Experience within a standby power service business, focusing on customer service and delivery;
- Experience in communicating with people and presenting;
- Excellent written and oral communication skills;
- Excellent ability to use multiple IT program platforms;
- Effective team interaction skills;
- Demonstrates analytical ability;
- Excellent interpersonal skills;
- Highly motivated and independent;
- Demonstrates a passion for customer service;
- Positive and dynamic attitude to complying with deadlines and objective;
- Able to develop reporting and data trending of information to provide business recommendations.
Should YOU meet the requirements outlined, we invite you to submit your application and initiating the process of charting your career path within our thriving and nurturing workplace
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