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For Companies At a Glance
- Tasks: Deliver exceptional customer experiences and support sales growth through effective communication.
- Company: Dynamic company focused on customer satisfaction and sales excellence.
- Benefits: Competitive salary, career development opportunities, and a vibrant office environment in London.
- Why this job: Join a team where your problem-solving skills can shine and make a real impact.
- Qualifications: 2 years in a support role with CRM experience; strong communication and sales skills.
- Other info: Collaborative culture with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
The Customer Experience Executive plays a critical role in delivering a seamless, high-quality end-to-end customer journey while supporting sales growth and broader commercial objectives. This role balances customer service excellence, strong operational control, and proactive sales activity, acting as a trusted point of contact for customers and a key support partner to the wider Sales team. Working closely with Sales and internal stakeholders, the Customer Experience Executive ensures customer needs are met efficiently, effectively, and consistently.
Key Responsibilities
- Deliver an exceptional end-to-end customer experience by providing expert product advice, resolving issues, and efficiently processing quotes, orders, and sample requests.
- Act as a key point of contact for customers via phone and email, aiming for one-contact resolution through strong problem-solving, investigation, and communication skills.
- Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers.
- Proactively manage and investigate customer issues, identify root causes, resolve conflicts, and escalate where necessary.
- Review and manage open orders daily, ensuring delivery blocks, billing blocks, incomplete orders, delays, and open cases are actively controlled and resolved.
- Balance operational customer support with inbound and outbound sales activity, identifying opportunities to increase revenue, improve conversion, and add value to every interaction.
- Actively support Sales Representatives by maintaining accurate pipelines, progressing opportunities, and providing best-practice tools, processes, and insights.
- Set up, maintain, and optimise CRM and sales automation systems primarily using NetSuite and Power BI to drive efficiency and sales performance.
- Contribute to sales growth by following up on low stock updates, supporting promotions, and ensuring opportunities are progressed through to completion.
- Attend Monthly Global Sales Calls and Weekly Team Huddles, sharing customer and operations insights.
- Where required, support or oversee internal support resources to ensure consistent service levels and high performance.
About You
- Customer-focused but commercially driven, with confidence to sell, upsell, and spot opportunities.
- Comfortable working in a sales environment and motivated by targets, growth, and results.
- Highly organised with great time-management skills, capable of balancing operational responsibilities with sales priorities.
- Confident communicator with strong problem-solving and conflict-resolution skills.
- Minimum experience of 2 years in a support background, ideally working with CRM software like Salesforce, Zendesk or other sales systems.
- Proactive, resilient, and not afraid to challenge processes or push for better outcomes.
- Comfortable working in an office setting in the heart of London.
- Enjoy working collaboratively but are equally confident taking ownership and accountability for your results.
- Proactive and self-motivated, comfortable working with inbound and outbound sales activity rather than waiting for opportunities to come to you.
KPIs
- Achieve and maintain a reduction and ongoing control of open cases, maintaining >40 cases monthly.
- Emails in inbox greater than 48 hours: Demonstrated understanding of products, promotions, and new launches.
- Proactively creates Sales Opportunities through customer contact.
- Successful delivery of agreed sales initiatives.
Skills/Experience
- People-oriented and results-driven.
- Excellent customer service skills.
- Sales experience on the phone.
- Competence to build and effectively manage interpersonal relationships at all levels of the company.
- Effective relationship building, networking and influencing skills.
- Excellent communication skills, written, verbal and interpersonal.
- Ability to identify, analyse and develop effective solutions to problems.
- Excellent organisational skills and attention to detail.
- Ability to prioritise tasks and to delegate them when appropriate.
Customer Experience Executive in London employer: OX Tools
Contact Detail:
OX Tools Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive in London
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the go-to person for customers, being able to articulate your thoughts clearly is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining our team.
We think you need these skills to ace Customer Experience Executive in London
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond to deliver exceptional experiences, so share specific examples that demonstrate your skills!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We love seeing candidates who understand our needs and can articulate how they fit into our team.
Be Proactive in Your Approach: We’re looking for self-motivated individuals, so don’t hesitate to showcase your proactive nature. Mention any instances where you’ve taken the initiative to solve problems or improve processes in your previous roles.
Apply Through Our Website: For the best chance of success, make sure to apply through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at OX Tools
✨Know the Customer Journey
Familiarise yourself with the end-to-end customer journey and how it relates to the role. Be ready to discuss how you can enhance customer experiences and resolve issues efficiently, as this will show your understanding of the position.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully resolved customer issues or conflicts. Highlight your ability to investigate root causes and provide one-contact resolutions, as this is crucial for the Customer Experience Executive role.
✨Demonstrate Sales Acumen
Since the role involves balancing customer support with sales activities, be prepared to discuss how you've identified sales opportunities in previous positions. Share specific instances where your proactive approach led to increased revenue or improved conversion rates.
✨Familiarity with CRM Tools
Brush up on your knowledge of CRM software like NetSuite or Power BI. Be ready to discuss how you've used these tools to drive efficiency and support sales performance in your past roles, as this will demonstrate your technical competence.
