Customer Experience Executive

3 weeks ago


Colchester, United Kingdom Water Direct Limited Full time

**Responsibilities**:
**Sales Enquiry Management**:

- Serve as the main point of contact for customer inquiries, guiding them through the sales process.
- Employ a consultative approach to understand needs and propose appropriate solutions.

**Product and industry Knowledge**:

- Develop a comprehensive understanding of our products, features, and benefits.
- Deliver accurate and compelling product information and solutions to customers.
- Stay updated on industry trends and developments for improved effectiveness.

**CRM Utilisation**:

- Navigate the CRM to record interactions, leads, and progress in the sales funnel.
- Follow established lead qualification processes for accurate pipeline management.
- Maintain accurate CRM records of leads, interactions, and outcomes.

**Communication and Follow-Up**:

- Communicate persuasively, both written and verbal, to convey value and address queries.
- Timely follow-up to nurture leads and drive conversions.

**Issue Resolution and Escalation**:

- Professionally address customer concerns related to sales enquiries and customer service issues.
- Escalate more complex issues while prioritising customer satisfaction.

**Knowledge and Skills**:

- Previous customer service or sales support experience in relevant industry (Utilities, Transport/Logistics, Plant Hire etc.), with CRM familiarity.
- Strong verbal and written communication skills to engage and influence customers.
- Excellent problem-solving abilities and attention to detail.
- Ability to manage multiple sales inquiries and CRM tasks concurrently.
- Adaptability to evolving processes in a dynamic environment.
- Full products and services training will be provided.

**Technology**:

- Proficient in using CRM systems.
- Proficient in using Microsoft Office Suite/SharePoint/Teams.

**Reports to**:
Customer Experience Manager.

**Benefits (on completion of probation)**:

- Profit share scheme.
- 23 days standard annual leave, plus Bank Holidays.
- EV scheme with free on-site charging.

**Water Direct**:
The Nation’s most trusted supplier of alternative drinking water. Supporting water utility, commercial, and industrial customers since 1996, nationwide, 24/7.

**Salary**: £26,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: CXE
Expected start date: 31/10/2023



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