Customer Experience Executive Lazio

Customer Experience Executive
Roma
Lazio, Lazio

Reference: Table Place Chairs _

Type: Permanent (40 hrs pw)

Location: San Cesareo, Rome / Opportunity for Hybrid Working

**Salary**: €29, 600 - €35, 520, dependent on experience

Benefits: Profit Share Scheme of 10% of Salary, Private Medical Insurance, Pension, Free Lunch, Car Parking (Electric Charging Car Point)

Reporting to: Customer Experience Manager

**The Role

The role would suit an enthusiastic, solution-orientated individual who applies a detailed methodical approach to everything they do!

**Key Activities & Responsibilities

- Raising quotations for the sales teams liaising with purchasing and logistics where necessary within 24 hrs using NetSuite

- Handling all incoming customer queries and questions about impending deliveries, remedial works, complaints and quality.

- Attend regular meetings with sales teams to understand areas of any concern, feedback customer experience, potential issues, plaudits etc

- Providing the appropriate service and information or referring clients to appropriate department

- Raising support tickets to enable tracking and resolution of customer request.

- Investigating and resolving customer complaints then closing support tickets

- Authorising product repairs and escalating cost over £250 / 295 Euro to customer experience manager

- Escalating inquiries to the appropriate manager where they can't be resolved or when necessary, refunds are needed

- Checking product availability with the purchasing team and updating clients accordingly

- Checking delivery options and timescales with logistics

- Maintain an accurate CRM (Client Relationship Management) database by entering and updating client information

- Reporting feedback onto the purchasing and sales team to improve customer experience

- Sending regular customer experience surveys, reviewing trends and making recommendations for improvement to the Customer Experience Manager.

- Adhering to company policies and procedures at all times when dealing with customers.

- Track minimum key account stock levels and escalate issues to Customer Experience Manager.

- Report on new development with key accounts to Key Account Lead including new opportunities to increase spend

- Update Pipedrive with key account spend and trackers.

- Manage and track samples to clients.

**KEY SKILLS

- Professional with excellent relationship building skills

- Strong organizational, detailed and communication skills being able to multi-task effectively and work to deadlines

- Strong problem-solving skills to determine best possible solutions for client issues

- Passionate about developing, learning new ways of working with the ability to use your own initiative, together with bringing fresh innovative ideas to the table

- The ability to actively listen to customer and gauge and address their needs

- Excellent verbal and written skills both face to face and virtually to clearly share and relay information

- Computer literate with knowledge of O365, NetSuite packages

- The ability to remain calm and polite when dealing with challenging clients, suppliers and feedback from stakeholders

- Excellent prioritisation skills

- Fluent in Italian & English

Contratto di lavoro: Tempo pieno

Stipendio: €29. 600, 00 - €35. 520, 00 all'anno

Benefit:

- Fondo pensione

- Partecipazione agli utili

- Snack gratis

Disponibilità:

- Dal lunedì al venerdì

Lingua:

- English (Obbligatorio)