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For Companies At a Glance
- Tasks: Manage customer service calls, diagnose equipment issues, and ensure customer satisfaction.
- Company: Join Carlsberg Britvic, a leading beverage powerhouse combining beer and soft drinks.
- Benefits: Enjoy flexible working hours and the chance to develop your skills in a dynamic environment.
- Why this job: Be part of a team that values innovation and customer care while building a strong brand.
- Qualifications: GCSE level education preferred; customer service experience is a plus but not essential.
- Other info: Open to feedback and eager to learn? This role is perfect for you!
The predicted salary is between 28800 - 43200 £ per year.
We are seeking a dynamic and customer-focused Technical Service Executive professional to join our team at Carlsberg Britvic. In this role, you will be responsible for effectively managing inbound and outbound customer service calls related to equipment breakdowns, parts orders, and complaints. Your primary goal will be to maximize first-line resolution of breakdown calls, enquiries, and complaints, ultimately reducing overhead costs and driving customer satisfaction through the achievement of service levels.
Key Responsibilities
- Effectively manage all inbound and outbound service calls, accurately diagnosing breakdown faults to maximize first-line resolution and customer satisfaction.
- Overcome objections and use guided assistance to complete equipment fixes over the phone where possible, deferring potential Total System Failures and isolating flavors as required.
- Ensure accuracy for all jobs logged for technician visits, with all relevant information included in case notes.
- Build and develop extensive knowledge of Dispense, Chiller & Ice machines in various variations and specifications for our diverse customers.
- Educate customers on how our equipment works and teach them basic hygiene and maintenance practices.
- Monitor and be responsible for, on a rotational basis, the Service queue and AEP (asset existence program) queue.
- Liaise with various external companies that support the service of our Chillers and Dispense systems in Ireland.
- Resolve internal and external customer enquiries and complaints at the first point of contact where possible, ensuring customer satisfaction.
- Complete all administration to agreed standards and timescales, ensuring accurate customer information and data input to minimize errors and costs.
- Undertake any other reasonable responsibilities as requested by the line manager.
- Adhere to all department standards and guidelines.
- Be flexible with working hours and days, available from 8 am to 8 pm, 5 days over 7.
- Represent Britvic and its culture internally and externally.
Knowledge, Skills & Experience
- Excellent verbal communication skills are essential.
- Contact center customer service/Technical experience is preferred but not essential.
- Computer literacy - Competency using Microsoft Office, Windows 10, and other Windows-based applications.
Key Behaviours
- Open to feedback and ability to improve performance.
- Mature outlook and self-confidence with the ability to be a team player.
- Desire to learn and improve knowledge.
- Polite and courteous with customers.
- Speaks clearly and concisely at the appropriate pace.
- Takes ownership of their actions and personal development.
- Always professional and demonstrates respect towards others at all times.
Qualifications
- Educated to GCSE level is preferred.
Technical Services Executive employer: Britvic Plc
Contact Detail:
Britvic Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Services Executive
✨Tip Number 1
Familiarise yourself with the specific equipment mentioned in the job description, such as Dispense, Chiller, and Ice machines. Understanding how these systems work will not only help you during the interview but also demonstrate your proactive approach to learning.
✨Tip Number 2
Practice your verbal communication skills, as they are essential for this role. Consider role-playing customer service scenarios with a friend or family member to build confidence in handling inquiries and complaints effectively.
✨Tip Number 3
Research Carlsberg Britvic's company culture and values. Being able to articulate how your personal values align with theirs can set you apart from other candidates and show that you're a good fit for their team.
✨Tip Number 4
Be prepared to discuss your ability to handle feedback and improve performance. Think of examples from your past experiences where you've successfully adapted based on constructive criticism, as this aligns with the key behaviours they're looking for.
We think you need these skills to ace Technical Services Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical roles. Emphasise any experience with equipment troubleshooting or contact centre environments, as these are key for the Technical Services Executive position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and customer-focused approach. Mention specific examples of how you've resolved customer issues in the past, demonstrating your ability to maximise first-line resolution.
Highlight Relevant Skills: In your application, clearly outline your computer literacy and familiarity with Microsoft Office and Windows-based applications. These skills are essential for managing service calls and logging information accurately.
Show Enthusiasm for Learning: Express your desire to learn and improve your knowledge about the equipment and services offered by Britvic. This aligns with the company's focus on building brand equity and customer satisfaction through education and support.
How to prepare for a job interview at Britvic Plc
✨Showcase Your Communication Skills
As a Technical Services Executive, excellent verbal communication is key. Practice articulating your thoughts clearly and concisely, especially when discussing technical issues or customer service scenarios.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you've effectively resolved customer complaints or technical issues in the past. Highlight your ability to diagnose problems and provide solutions, as this will be crucial in the role.
✨Familiarise Yourself with Equipment
Research the types of equipment you'll be dealing with, such as Dispense, Chiller, and Ice machines. Showing knowledge about these systems can impress your interviewers and demonstrate your commitment to the role.
✨Exhibit a Customer-Centric Attitude
Emphasise your dedication to customer satisfaction. Share examples of how you've gone above and beyond to help customers, as this aligns with the company's goal of maximising first-line resolution and driving satisfaction.
