Customer Service Executive - Lisburn in Belfast

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).