Technical Team Customer Service Executive - Glasgow

Matthew Algie; Glasgow; On-site; GBP 26,000; Full time

Job summary

A prominent coffee solutions provider in Glasgow seeks a Technical Team Customer Service Executive. The role involves providing technical support via phone, assisting customers with coffee machine issues, and upselling products. Candidates should have strong call handling skills and experience in customer support. This full-time position offers a salary of £25,880.40 plus bonuses and various benefits.

Benefits

Pension

Life assurance

Medical cash-back scheme

28 days holiday plus 4 bank holidays

Cycle to work scheme

Qualifications

• Demonstrable experience in a Customer Support Environment.
• Experience in handling enquiries and offering technical assistance.
• Proven track record in revenue generation through upselling.

Responsibilities

• Answer inbound calls within the target set by the business.
• Process all incoming fault calls and applicable machine part orders.
• Provide customers with assistance to 'phone fix' minor machine faults.

Skills

Excellent call handling skills

Ability to work under pressure

Excellent interpersonal skills

Good written and oral communication skills

Computer Literate

Job description

Overview

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 the name of 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: Technical Team Customer Service Executive (Tech Team Executive)

Location: Glasgow Head Office

Job type: Full-Time, Permanent

Hours: 39.5 hours per week, Monday - Friday

Salary: £25,880.40 per annum plus on-target earnings of up to £400 per month

Benefits: Pension, life assurance, medical cash-back scheme, 28 days holiday plus 4 bank holidays, cycle to work scheme and more.

Purpose Of Role

An excellent opportunity has arisen for a Technical Advisor to join our Tech team here in Glasgow.

The successful candidate will become part of an experienced team who are the main point of contact for all Matthew Algie telephone technical assistance requirements from our customers. The team handles all coffee machine faults, queries, orders for parts and complaints. This includes giving technical advice to overcome machine faults via phone assistance.

As Part Of This Team, You Will

• Answer inbound calls within the target set by the business
• Process all incoming fault calls and applicable machine part orders which will be received via telephone or electronically
• Handle all incoming service issues received via telephone and electronically
• Provide customers with assistance to “phone fix” minor machine faults live over the telephone whilst trying to achieve the target set out by the Service Delivery Manager
• Manage the IT system for all aspects specific to the role
• Make calls to customers to confirm machine install dates, to confirm correct equipment is being orders and that the customer is aware of the required water and electric needs for said machine type
• Generate revenue in line with targets set by the business through the upselling of machine water filters and boiler inspection appointments
• Work as part of a team to ensure all shifts are sufficiently covered

Experience

• Demonstrable experience in a Customer Support Environment and/or experience in call handling with customers
• Experience in handling enquires and offering technical assistance to customers over the telephone
• Experienced in routine processing and administrative duties
• Proven track record in revenue generation through upselling of products and services

Skills / Knowledge

• Excellent call handling skills
• Ability to work under pressure, remaining calm whilst showing patience towards customers and colleagues
• Ability to “read” our customers, be efficient in identifying their needs, keep the interaction positive
• Ability to work to targets set by the business, doing all that can be done to help achieve department and personal targets and objectives
• Have a willingness to learn and to pass on what you have learned
• Excellent interpersonal skills to be able to build rapport with customers and colleagues across the organisation
• Good written and oral communication skills
• Computer Literate
• Excellent planning and organisation skills to manage own workload to expected standards

Application

If this sounds like you, then you could be the right fit for us! Please click APPLY, upload your CV and we'll be in touch as soon as we can. Thanks from the Matthew Algie Recruitment Team

Please note this is not a sponsored role, you MUST have Right to Work in the UK.

Equal Opportunities

Matthew Algie are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

Our selection of recruitment does not discriminate on the basis of age, disability, gender, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).

You may have experience of the following: Telesales Executive, New Business Development, Telemarketing Executive, Sales, Call Centre, Inside Sales Executive, Business Development Executive, Telephone Sales, Lead Generator, Customer Service Executive, Contact Centre, Customer Service, Call Centre, Customer Service Advisor, etc.