At a Glance
- Tasks: Handle customer queries and build lasting relationships in a dynamic environment.
- Company: Join Matthew Algie, a leader in sustainable coffee with a passionate team.
- Benefits: Enjoy competitive salary, 28 days leave, private medical cover, and staff discounts.
- Other info: Great career growth opportunities in a supportive and vibrant workplace.
- Why this job: Be part of an ethical company that values collaboration and community impact.
- Qualifications: Experience in a busy call centre and strong communication skills are essential.
The predicted salary is between 26300 - 26700 £ per year.
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 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. Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!
Position: Customer Service Executive (Barista Service Executive)
Location: Lisburn, Head Office
Job Type: Full time, Permanent
Days: Monday to Friday, 37.5 hours per week
Salary: £26,300.00 per annum + target-based earnings (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 to apply for the position of Customer Service Executive on a full-time permanent basis. In your new role, you will handle all incoming queries, orders, complaints, and requests by responding in a polite, friendly, confident, and helpful manner to process the customers' needs either directly or by handing off to the relevant internal department. Your aim is to achieve optimum levels of customer service and build lasting customer relationships.
Key Responsibilities:
- Planning / Preparation / Organisation
- Prior to making every outbound call a full customer checklist is reviewed
- Review account records cards
- Review sales ledger reports to establish trading pattern
- Review gap report
- Ensure telephony equipment is fully functional
- Ensure necessary stationery is to hand
- Making the call
- Ensure correct telephone number is dialled
- Ask for the contact/decision maker on site
- State the purpose of the call
- Take the customer order
- Review the order, filling gaps and upsell promotions/gaps where applicable
- Place the order on the Matthew Algie capture screen
- Customer Care
- Investigate any service issues
- Confirm best call day and time & frequency
- Confirm contact on site
- Confirm all details on file are correct and collect email address
- Assess potential account growth by relevant questioning
- Review / Administration
- Ensure customer order is captured correctly
- Schedule next agreed date and time for call
- Action and close all relevant call related administration
- Communicate any relevant information to Coffee Sales Manager responsible for the account
Key Performance Indicators:
- All scheduled calls completed and on time
- Monthly, Quarterly and annual sales targets achieved
- Increase Super Six distribution across account base
- Increase average spend per call
- Increase order frequency
- New product line targets achieved
Person Specification:
Education / Qualifications / Training:
Educated to GCSE / Standard Grade or equivalent
Experience:
Essential: Has worked in a busy call / contact centre environment in a telesales role. Has worked in a KPI driven environment and meets or exceeds KPIs.
Desirable: Experience gained in a food or drinks related business.
Skills / Knowledge:
Essential:
- Ability to work toward and achieve sales targets
- Ability to work in a highly demanding, structured and fast-paced environment
- Possess excellent selling skills
- Excellent communication skills
- Ability to build strong working relationships
- Analytical
- Ability to multi-task
- Ability to persuade, influence and negotiate
- Highly organised
- Time management
- Excellent attention to detail
Personal Attributes:
- Ability to work under pressure to meet deadlines
- Positive attitude
- Confident
- Passionate
- Demonstrates initiative
- Motivated by success
- Performs well under pressure
- Proactive
- Consistent
- Willingness to go the extra mile
- Customer focused
- Works well as part of a team and individually as required
- Honest and respectful
- Punctual
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 Team @ Matthew Algie
Please note this is not a sponsored role, you MUST have Right to Work in the UK.
Equal Opportunities:
We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, 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).
Customer Service Executive - Lisburn in Belfast employer: Matthew Algie (Ireland) Limited
At Matthew Algie, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions sustainability and community engagement. Our Lisburn office provides a supportive environment where employees can thrive, with ample opportunities for personal and professional growth, competitive benefits, and a commitment to ethical practices. Join us to be part of a passionate team dedicated to making a positive impact in the coffee industry.
Contact Details:
Matthew Algie (Ireland) Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive - Lisburn in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Matthew Algie (Ireland) Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Matthew Algie (Ireland) Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive - Lisburn in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Matthew Algie (Ireland) Limited:Your cover letter is your chance to shine! Tell us why you want to work at Matthew Algie (Ireland) Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Matthew Algie (Ireland) Limited!
How to prepare for a job interview at Matthew Algie (Ireland) Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
