Customer Service Executive

Customer Experience Executive

Newry

Permanent

The Role:

To facilitate a seamless customer experience for every client touch point and provide admin support internally for the Sales Team.

Responsibilities:

• Manage all incoming enquiries via phone, email, live chat; from quoting, processing sales orders, hire machines and servicing.
• Retain and deal with as many of the incoming enquiries as possible to free up the sales team, by qualifying and effectively processing a minimum of 80%, and fielding the rest to the technical support team.
• Provide shipping notifications and delivery updates to our customers regarding their orders.

Sales Admin Support

• Creating presentations, information gathering and preparation for client meetings/demos
• Quote follow ups
• Report on opportunity pipeline for sales reps
• Recording sales appointment/event notes and setting follow-up calls on the CRM for the sales reps when requested.
• Report to sales reps on customer/sector/item related data enabling use for account growth.
• Managing tender portals & submissions with support from the sales team
• Inbox Management - Sort & manage inboxes for sales reps, utilising regular touch points to ensure everything is answered in timely manner.
• Customer Gifting - Create memorable customer experiences, using the clients gifting merchandise for WOW gifts and welcome packs, ensuring we keep track of stock.
• Marketing Support - Work with UK Marketing Team and Core sales reps to create & send eshots and organise event related material when required.
• Lead Generation - Work with sales reps to enter and generate leads as requested, using our client's sales process
• Case Management - Record customer related issues on CRM and follow through to completion.

Skills

• At least 1 year's experience in call handling and customer service.
• Educated to at least A Level standard (or equivalent)
• Clear communication skills and customer focused
• Professional and polite approach to incoming phone calls and complaint handling MS Office
• Proficient in operating all MS office programs - Outlook, Word, Excel, Powerpoint etc CRM Management
• Willing to develop an advanced knowledge of our CRM; NetSuite. Open to training, to develop sufficient knowledge to support with email marketing campaigns.

Hours of work: Monday - Friday (Fulltime hours)

Salary: 25K (Based on experience)

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