Customer Experience Advocate
1 tydzień temu
We are seeking a talented Customer Experience Advocate to join our team. This role will be the first point of contact for external leads coming into our Process Flow Technologies EMEIA Division.
The mission of this role is to offer a timely response to all incoming web enquiries, delivering a positive customer experience across our business line and driving a positive Net Promoter Score.
This role is key to nurturing new leads into the business from enquiry to opportunity status and increasing customer satisfaction through the Net Promoter Score.
Your Responsibilities:
- Inbound Leads: Respond to leads received through the website, qualifying them and handing them off proactively to the appropriate sales manager based on standard work in place, ensuring a positive customer experience at all times.
- Website Support: Respond to website chat functionality, providing timely responses to all enquiries.
- SUPPORTING INITIATIVES TO ENHANCE THE COMPANY'S NPS SCORE, CREATING A POSITIVE EXPERIENCE FOR ALL TYPES OF INBOUND ENQUIRIES INTO THE ORGANIZATION
- Opportunity Follow-ups: Ensure all warm enquiries in the business are passed onto the correct team and follow up until win/lose status.
- Prospect Contacts (Cold Leads): Make outbound calls to cold leads collected through website, webinars, or other means.
- Manage the CRM system (Salesforce) and ensure the database is managed effectively, monitoring conversion rates to identify opportunities for improvement.
- Support the Customer HyperCare Manager on specific sales/marketing or PR projects as directed.
Key Competencies:
- Previous experience in Customer Service/Help Desk or Telemarketing.
- Determined and results-oriented.
- Languages: French C1/C2 and English B2/C1.
What we offer:
- A competitive salary of €60,000 - €80,000 per year, depending on experience.
- Annual bonus.
- Equity plan for new hires.
- Private medical care.
- Cafeteria/holiday subsidy.
- Flexible working hours (hybrid).
- A stable working environment, focusing on long-term cooperation.
- Technical, professional, and skills training.
- An international working environment.
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