Customer Experience Executive

The customer Experience Executive will be responsible for:

• Ensuring that our customer (consumer, and stockist) are provided with a high-quality customer experience by delivering excellent customer service over a range of communication channels, primarily across phone and email.
  
• Responding to customer queries in a timely manner and in accordance with company procedures.
  
• Using your product knowledge to solve problems for the customer whilst maintaining a positive, empathetic, and professional attitude.
  
• Entering, maintaining, and managing customer data on our CRM system and providing reports and analysis on a regular basis.
  
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
  
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
  
• Identifying customer needs and taking proactive steps to maintain positive experiences.
  
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
  

Key Responsibilities will include:

Customer Support:

• Delivering excellent customer service support and building/maintaining a relationship with the customer
  
• Provide product or service information to assist customers in the decision-making process
  
• Understand the needs of each customer and pro-actively suggest solutions
  
• Assist with technical, formulation, colour, specs and order queries
  
• Process online sales
  
• Help generate leads and forward to relevant CRM
  

Issue Resolution:

• Identify product issues as soon as possible and offer a solution in line with company procedure
  
• Function as a gatekeeper, logging issues in our crm system making sure data is as accurate as possible and notifying relevant department/ manager
  
• Co-ordinate product returns where necessary, notifying and communicating with relevant CRM s and departments.
  

Data Collection

• Collection of relevant customer information, in line with GDPR guidelines, for future use by sales and marketing teams
  
• Providing reports on a regular basis.
  
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
  
• Keeping informed of industry trends and new CRM technologies.
  

Product Knowledge

• Maintain in-depth knowledge of GPG s brands products and services to inform the on-line team and customers.
  
• Colour and painting project (preparation, application etc.) knowledge.
  

Other

• Provide Cover as requested

Skills / Experience Required

1. Strong retail experience with excellent knowledge of GPG product range

2. Customer Support/Service experience desirable

3. Customer orientation and ability to adapt/respond to different types of situations