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Customer Experience Manager

2 months ago

Australia EVO Full time

About the Role:

The Customer Experience Executive will play a key role in maintaining and expanding relationships within a portfolio of clients for EVO. This is a full-time office-based position that requires a proactive and passionate approach to ensure clients' needs and expectations are exceeded and documented in accordance with company standards.

Key Responsibilities:

  • Provide exceptional customer service via phone and email to deliver a superior client experience.
  • Meet and exceed business and department service level agreements (SLAs) by responding to queries, providing quotations, and upselling products and services to existing clients.
  • Identify new opportunities for products outside of contracted categories and collaborate with internal category representatives to support category growth.
  • Maintain accurate databases of client information and opportunities.
  • Promote relevant campaigns within the portfolio of accounts and utilize information systems to conduct trend and gap analysis.
  • Meet daily, weekly, and monthly key performance indicators (KPIs) as outlined by the Customer Experience Manager and hit a monthly sales and gross profit target for the channel.
  • Contribute to a positive working environment by promoting the company's core values and required culture.

Requirements:

  • 2 years' experience in a similar role would be beneficial.
  • Track record in a customer-focused telephony environment.
  • Proficiency in Microsoft Office for Windows (Outlook, Word, and Excel).
  • Ability to multitask, be organized, agree priorities, and meet deadlines.
  • Ability to work to targets and adapt to change.
  • Excellent verbal and written communication skills.