Customer Experience Agent

**Customer Experience Agent**

Company Overview

VOW is the UK and Ireland’s leading wholesaler of business products and facilities supplies with its headquarters in Sheffield. The company distributes over 24,000 products from its three automated distribution centres in England and Ireland to over 4,000 resellers and customers.

The major product categories distributed by VOW include: Office Essentials, Paper Supplies, Electronic Office Supplies, Facilities Supplies, Technology and Machines and Furniture. VOW also carries it's own brand Q-Connect range.

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

Role Specification

**Role Objective**:
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.

**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

Person Specification

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

**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 opt-in medical plan and
- eyecare assistance.

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).

We also have a generous holiday package and a holiday purchasing scheme. As standard, all of our employees either celebrate their Birthday with a day off every year or are given a voucher in their birthday month Subject to business area, we also close between Christmas and New Year

**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 cu