Customer Experience Co-Ordinator
Vertiv
- Southampton
- Permanent
- Full-time
- Gather, report on and analyze customer feedback for EMEA and UK by administering and developing the Qualtrics customer survey system and its output data for EMEA services
- Manage, log, report on and assist resolve customer complaints by managing, administering and developing the UK complaints process
- Work with other market units in EMEA to share and implement customer complaint tracking, managing and reporting
- Enhance customer satisfaction - highlight area's for improvement to business leaders and help effect positive change
- Promote continuous improvement of Vertiv business processes and procedures - highlight area's for improvement to business leaders and help effect positive change
- Communicate through the Vertiv teams to share internal business and external customer success - management and administration of the customer experience feedback system, email mailbox and monthly customer experience newsletter for the UK & Ireland
- Work with other market units in EMEA to share and implement best practice for internal business and external customer success
- Improve and increase employee recognition for customer service and excellent performance - manage and administer the excellence in performance awards in the UK & Ireland.
- Work with other market units in EMEA to share and implement service employee recognition program's
- Administer the Vertiv Customer Portal platform and assist manage, onboard and work with customer registrations and questions to drive uptake of the customer portal in EMEA
- Experience within a standby power service business, focusing on customer service and delivery;
- Experience in communicating with people and presenting;
- Excellent written and oral communication skills;
- Excellent ability to use multiple IT program platforms;
- Effective team interaction skills;
- Demonstrates analytical ability;
- Excellent interpersonal skills;
- Highly motivated and independent;
- Demonstrates a passion for customer service;
- Positive and dynamic attitude to complying with deadlines and objective;
- Able to develop reporting and data trending of information to provide business recommendations.