5 months ago
About the Role:
To effectively manage inbound and outbound customer service calls relating to equipment breakdowns, parts orders and complaints. To maximise First Line Resolution of breakdown calls and first line resolution of enquiries and complaints, in order to reduce overhead cost and to drive customer satisfaction through achievement of service levels.
-To effectively manage all inbound and outbound service calls; correctly diagnosing breakdown faults to maximise both first line resolution and customer satisfaction.
-Overcome objections to complete fixes where possible and defer as many potential Total System Failures and drive performance for objective target.
-Build and develop extensive knowledge of Dispense/Chiller/Vending equipment in all its variations and specifications for our various customers.
-Educate customers on how our equipment works and in turn teaching them basic hygienic and maintenance of equipment.
-Monitor and be responsible for, on a rotational basis the Fix My Kit and Chiller Dispense inboxes. Receiving emails from across our estate and within the business for potential service requests/queries for dispense and Chiller equipment as they arrive.
-Liaise with various external companies who support the service of our Chillers and vending portfolio.
-To effectively process equipment orders and returns orders from internal and external customers utilising SAP and Solar Vista.
-To resolve internal and external customer enquiries and complaints at the 1st point of contact where possible to the customer’s satisfaction.
-Complete all administration to agreed standards and timescales ensuring that all customer information on file is accurate, and ensure data input accuracy minimising errors and costs.
-To adhere to all department standards and guidelines.
-To undertake any other reasonable responsibilities as requested by line manager.
-To be flexible in hours and days of work 8am – 8pm, 5 days over 7
-To represent Britvic and their culture internally and externally.
Knowledge, Skills & Experience Required:
-Excellent verbal communication skills essential
-Contact centre customer service/Technical experience preferred but not essential
-Open to feedback and ability to improve performance
-Mature outlook and self-confident with the ability to be a team player
-Have desire to learn and improve knowledge
-Polite and courteous with customers
-Speaks clearly and concisely at the appropriate pace
-Takes ownership of their own actions and personal development
-Always professional and demonstrates respect towards others at all times
-Educated to GCSE level preferred
We’re committed to providing equal opportunities to all applicants and employees – in fact this is at the heart of our company culture and values, and we welcome applications from candidates with diverse backgrounds.