Customer Experience Executive

The Customer Experience Executive will maintain and expand relationships within a portfolio of customers.

Through a pro-active and passionate approach, the Customer Experience Executive will ensure customer's needs and expectations are exceeded and documented in accordance with company standards.

The Customer Experience Executive 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 to create solutions.

The responsibilities include but are not limited to:

• Service customer enquiries via phone and email to provide an excellent customer experience.


• Meet and exceed business and department SLA's, from responding to a query to providing a customer a quotation.


• Proactively upsell products and services to existing customers


• Identify new opportunities for products outside of the contracted categories.


• Utilise internal category representatives to support with category growth


• Keep accurate databases of customer information and opportunity


• Promote relevant campaigns within the portfolio of accounts


• Utilise information systems to conduct trend and gap analysis


• Hit daily, weekly and monthly KPI's, as outlined by the Customer Experience Manager


• Hit a monthly Sales & GP target for the channel


• Actively contribute to a positive working environment, whilst promoting the business' core values and required culture.
  
  2 years' experience in a similar role would be beneficial.


• Track record in a customer focussed telephony environment


• Proficiency in Microsoft Office for Windows (Outlook, Word and Excel)


• The ability to multitask, be organised, agree priorities, and meet deadlines.


• The ability to work to targets.


• The ability to adapt to change.


• Excellent verbal and written communication skills


Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.