Customer Service Executive - Glasgow

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.

Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!

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!

Role Overview:

An exciting opportunity has arisen within Matthew Algie/Tchibo for the position of Customer Service Executive on a full-time permanent basis. You will handle all incoming queries, orders, complaints, and requests by responding politely, friendly, confidently, and helpfully to meet customer needs either directly or by referring to relevant departments. Your goal is to deliver excellent customer service and foster lasting relationships.

Key Responsibilities:

1. Answer inbound calls within the set targets, maintaining a friendly, confident, and professional manner even under pressure.
2. Keep customers informed and updated until issues are resolved.
3. Process all incoming product and machine orders received via telephone or electronically, ensuring accuracy and timeliness. Stay informed about our products, services, and offers.
4. Coordinate with logistics, carriers, and other departments to resolve delivery issues.
5. Show willingness to learn and share knowledge with others.
6. Work independently and as part of a team to ensure adequate shift coverage, demonstrating flexibility for absences and holidays.

Experience & Skills:

• Significant relevant experience in a customer service or call handling environment.
• Ability to meet targets and develop routines for processing and administration.
• Ability to handle technical and product specification inquiries.
• Excellent interpersonal, written, and oral communication skills.
• Computer literate.
• Strong planning and organizational skills to manage workload effectively.

Application Process:

If this role sounds like a good fit, please click APPLY, upload your CV, and we will contact you soon.

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

Equal Opportunities:

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

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