Customer Service Executive - Lisburn

Position

Customer Service Executive (Barista Service Executive)

Location

Lisburn, Head Office

Job Type

Full time, Permanent

Working Hours

Monday to Friday, 37.5 hours per week

Salary & Benefits

£26,300.00 per annum + target-based earnings (up to £400 per month)

28 days annual leave (increasing with length of service), 4 public holidays, private medical cover, life insurance, private pension, staff discounts.

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 customer’s needs either directly or by handing off to relevant internal department. Your aim is to achieve optimum levels of customer service and build lasting customer relationships.

Planning / Preparation / Organisation

• Prior to making every outbound call a full customer check list 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 stationary 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

Experience (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 focussed
• Works well as part of a team and individually as required
• Honest and respectful
• Punctual

Legal Notice

Please note this is not a sponsored role, you MUST have Right to Work in the UK.

Equality & Diversity Statement

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.