Customer Service Executive - Glasgow

Matthew Algie & Co; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the coffee industry seeks a Customer Service Executive to manage customer queries and orders. The role emphasizes high customer service levels, teamwork, and effective communication. The position offers a competitive salary and various benefits.

Benefits

28 days annual leave increasing with length of service

Private medical cover

Life insurance

Private pension

Staff discounts

Qualifications

• Significant relevant experience in a Customer Service or call handling environment is essential.
• Ability to meet targets and develop routines for processing and administration is beneficial.

Responsibilities

• Handle all incoming queries, orders, complaints, and requests.
• Answer inbound calls within the target set by the business.
• Liaise with logistics and other departments to resolve delivery issues.

Skills

Interpersonal Skills

Communication

Computer Literacy

Planning

Organizational Skills

Job description

About us:
At Matthew Algie, you’ll work with some of the most talented individuals in the coffee industry. You’ll work for an organisation that leads the way in sustainability, gives back to the community, and invests in its people. Ethics, passion, integrity, and collaboration are at the core of everything we do, from new product innovation for our customers to projects with our coffee farmers. We believe our continued success is due to great people.

Position: Customer Service Executive
Location: Glasgow, Head Office
Job Type: Full-time, Permanent
Days: Monday to Friday, 39.5 hours per week
Salary: £25,580 plus target-related commission (up to £400 per month)
Benefits: 28 days annual leave increasing with length of service, plus 4 public holidays, private medical cover, life insurance, private pension, staff discounts, and more!

An exciting opportunity has arisen within Matthew Algie/Tchibo for the position of Customer Service Executive on a full-time permanent basis. In this role, you will handle all incoming queries, orders, complaints, and requests by responding politely, confidently, and helpfully to meet customer needs directly or by liaising with relevant internal departments. Your goal is to achieve high levels of customer service and build lasting relationships.

Key Responsibilities:

1. Answer inbound calls within the target set by the business, maintaining a friendly, confident, and professional manner under pressure.
2. Keep customers informed and updated until issues are resolved.
3. Process all incoming product and applicable machine orders received via telephone or electronically, ensuring accuracy and timeliness. Stay updated on products, services, and offers.
4. Liaise with logistics, carriers, and other departments to investigate and resolve delivery issues.
5. Show willingness to learn and share knowledge with colleagues.
6. Work independently and as part of a team, providing flexible coverage for absences and holidays.

Experience:

Significant relevant experience in a Customer Service or call handling environment is essential. Ability to meet targets and develop routines for processing and administration is beneficial. Handling technical and product specification inquiries is also advantageous.

Skills / Knowledge:

• Ability to work towards targets set by the business.
• Excellent interpersonal, written, and oral communication skills.
• Computer literate.
• Strong planning and organizational skills to manage workload effectively.

Application:

If this sounds like you, please click APPLY, upload your CV, and we will contact you soon. Thank you from the Team @ Matthew Algie.

Please note: This is not a sponsored role; you must have the Right to Work in the UK.

Equal Opportunities:

We are committed to promoting equality of opportunity for all staff and applicants, creating an inclusive environment free from discrimination or harassment, where decisions are based on merit. Our recruitment process does not discriminate based on age, disability, gender reassignment, marital status, pregnancy, race, ethnicity, religion, sex, sexual orientation, or gender reassignment status.