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Customer Service Executive

Permanent
Call Centre and Customer Service
Newry, County Down
£25000 - £26000 per annum + Company pension, on-site parking
Startdate: asap
Ref: NEW000045_1720092159
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Job description

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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