Customer Engagement Advisor

Customer Engagement Advisor

Who we are looking for

We are seeking a Customer Engagement Advisor to serve as our Consumer Device Programme Coordinator, delivering exceptional sales support to end users and providing guidance to account managers and schools for their Device Programmes (BYOD) and other consumer-focused sales initiatives. The role emphasizes prioritizing customer and team member well-being and satisfaction.

The Consumer Device Programme Coordinator plays a vital role in our daily operations by responding to customer inquiries, offering effective assistance, and ensuring the smooth operation of the student device programme and end-user consumer sales. This position aims to enhance the customer experience and build strong relationships with customers, partners, and team members.

Key responsibilities include:

Programme Coordination

1. Plan and execute end-user device programmes, including managing supply, service timelines, and milestones to ensure customer satisfaction.
2. Communicate with Account Managers, schools, and other organizations to understand their needs and foster strong partnerships.
3. Coordinate promotional activities and marketing efforts to increase programme participation and performance.
4. Collaborate with the Internal Partner Manager and Vendor Specialists to identify special pricing and stock holdings, ensuring seamless operations.
5. Maintain relationships with supply partners, the National Logistics Centre (NLC), and purchasing teams to ensure consistent supply and stock availability, supporting our commitment to People Protection and Partnership.

Sales Support

1. Assist end-user customers with inquiries and provide excellent customer service throughout the sales process.
2. Process orders and ensure timely delivery, maintaining high standards.
3. Communicate order updates promptly to ensure transparency and build trust.
4. Handle sales issues or complaints, escalating as necessary to ensure customer protection and satisfaction.

eCommerce

1. Maintain and update the eCommerce Store with current product information for a seamless user experience.
2. Collaborate with the eCommerce Manager to improve eCommerce processes, fostering a culture of partnership and continuous improvement.
3. Prioritize a \’Customer First\’ approach to ensure an optimal eCommerce user experience, reflecting our core values.
4. Keep shipping information accurate and up-to-date within eCommerce platforms.
5. Proactively suggest improvements to all eCommerce platforms in partnership with the eCommerce Manager/Administrator to enhance overall performance.

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