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Digital Customer Experience Coordinator
The Digital Customer Experience Coordinator is the face of our customer’s digital journey and is responsible for co-ordinating potential leads from a variety of digital sources to ensure we maximise sales opportunities, while also providing a high level of customer experience throughout the customer’s journey with Atlas Copco.
The role:
Live Chat Administrator:
This role is responsible for monitoring, responding to and warming up web chats on our UK website and on our e-commerce website, including the routing of pre-qualified leads to the sales team and follow up to ensure success. Digital Lead Management:
Managing the incoming digital leads and endeavouring to qualify them further. After logging for the appropriate sales owner, the Digital Customer Experience Coordinator will then follow up with the sales owner and ensure a speedy response to ensure the maximum chances of success. E-Commerce Support:
This role will take on a supporting role in the day-to-day activities and administration of the customer e-commerce store as well as taking control of any orders that come into the business and ensuring a good customer experience. Supporting the Full Customer Experience Team:
Provide valuable support and cover for our Customer Experience Coordinator in administrating customer enquiries coming to us via phone and email, from Atlas Copco customers as well as customers of our acquired organisations. There will also be an opportunity to get involved with our customer NPS scores and Customer Experience projects. Working Alongside CX Team Leader to Analyse and Measure Performance:
Work alongside the CX team leader to analyse and measure the performance of the digital leads, improving conversion rates and improving the live chat and e-commerce experience for our customers. CRM System Support:
Supporting the CRM team with the upkeep of the leads side of the system, ensuring that our lead data is as accurate as possible. Assisting with any projects around leads and the digital marketing leads. To succeed, you will need: Experience in customer service. Experience using digital systems such as E-Commerce and CRM Systems. Aware of the role that conversational marketing plays in delivering a great customer experience and in generating leads. Ability to learn to use new systems and digital tools. Enjoy speaking with customers and colleagues in person, digitally and on the phone. Digitally minded and confident in offering customers support through the latest digital channels. Committed to finding opportunities for business growth and supporting fellow colleagues in making this happen. Strong administrational and communication skills with excellent written and verbal communication to colleagues and customers. A team player willing to provide support and assistance to not just the immediate team but colleagues across the business. In return, we offer you: A positive team-working atmosphere, encouraging innovation and collaboration. Training from day one, with at least 40 hours of training offered per year. A competitive benefits package, including a desirable pension scheme. Work-life balance. A satisfying career – we are passionate about the development and progression of our employees. On-site gym and canteen! Diverse by nature and inclusive by choice: Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.
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This role is responsible for monitoring, responding to and warming up web chats on our UK website and on our e-commerce website, including the routing of pre-qualified leads to the sales team and follow up to ensure success. Digital Lead Management:
Managing the incoming digital leads and endeavouring to qualify them further. After logging for the appropriate sales owner, the Digital Customer Experience Coordinator will then follow up with the sales owner and ensure a speedy response to ensure the maximum chances of success. E-Commerce Support:
This role will take on a supporting role in the day-to-day activities and administration of the customer e-commerce store as well as taking control of any orders that come into the business and ensuring a good customer experience. Supporting the Full Customer Experience Team:
Provide valuable support and cover for our Customer Experience Coordinator in administrating customer enquiries coming to us via phone and email, from Atlas Copco customers as well as customers of our acquired organisations. There will also be an opportunity to get involved with our customer NPS scores and Customer Experience projects. Working Alongside CX Team Leader to Analyse and Measure Performance:
Work alongside the CX team leader to analyse and measure the performance of the digital leads, improving conversion rates and improving the live chat and e-commerce experience for our customers. CRM System Support:
Supporting the CRM team with the upkeep of the leads side of the system, ensuring that our lead data is as accurate as possible. Assisting with any projects around leads and the digital marketing leads. To succeed, you will need: Experience in customer service. Experience using digital systems such as E-Commerce and CRM Systems. Aware of the role that conversational marketing plays in delivering a great customer experience and in generating leads. Ability to learn to use new systems and digital tools. Enjoy speaking with customers and colleagues in person, digitally and on the phone. Digitally minded and confident in offering customers support through the latest digital channels. Committed to finding opportunities for business growth and supporting fellow colleagues in making this happen. Strong administrational and communication skills with excellent written and verbal communication to colleagues and customers. A team player willing to provide support and assistance to not just the immediate team but colleagues across the business. In return, we offer you: A positive team-working atmosphere, encouraging innovation and collaboration. Training from day one, with at least 40 hours of training offered per year. A competitive benefits package, including a desirable pension scheme. Work-life balance. A satisfying career – we are passionate about the development and progression of our employees. On-site gym and canteen! Diverse by nature and inclusive by choice: Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.
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