About us:
Being one of the largest coffee roasters in the world, there's no surprise that Matthew Algie is the coffee provider for all businesses.
Whether it's a hotel chain, an independent café or an educational facility, Tchibo can guarantee all our efforts, experience and expertise will go into finding the perfect coffee solution for our customers.
Tchibo has built its first-rate reputation based on superior quality products, truly unbeatable service and fair prices. We believe we are Stronger Together. To work with us is to join our European Family Business and help us continue to achieve in all we do. Sounds good? Read on!
Position: Barista Technical Advisor
Location: Lisburn, Northern Ireland
Job type: Full Time,12 Month FTC
Hours: 37.5 hours per week, Monday - Friday
Salary: £23,400 pa plus Bonus potential up to £400 per month
Benefits: 28 days annual holiday plus 4 bank holidays, contributory pension scheme, life assurance, cycle to work scheme etc.
Purpose of Role:
An excellent opportunity has arisen for an experienced Barista Technical Advisor to join our Tech team in Lisburn.
The successful candidate will become part of an experienced team who are the main point of contact for all telephone technical assistance requirements from our customers. The team handles all coffee machine faults, queries, orders for parts and complaints. This includes giving technical advice to overcome machine faults via phone assistance.
As part of this team, you will:
•Answer inbound calls within the target set by the business
•Process all incoming fault calls and applicable machine part orders which will be received via telephone or electronically
•Handle all incoming service issues received via telephone and electronically
•Provide customers with assistance to “phone fix” minor machine faults live over the telephone whilst trying to achieve the target set out by the Service Delivery Manager
•Manage the IT system for all aspects specific to the role
•Make calls to customers to confirm machine install dates, to confirm correct equipment is being orders and that the customer is aware of the required water and electric needs for said machine type
•Generate revenue in line with targets set by the business through the upselling of machine water filters and boiler inspection appointments
•Work as part of a team to ensure all shifts are sufficiently covered
Experience
To be considered for this position, you will have:
•Demonstrable experience in a Customer Support Environment and/or experience in call handling with customers
•Experience in handling enquires and offering technical assistance to customers over the telephone
•Experienced in routine processing and administrative duties
•Proven track record in revenue generation through upselling of products and services
Skills / Knowledge
•Excellent call handling skills
•Ability to work under pressure, remaining calm whilst showing patience towards customers and colleagues
•Ability to “read” our customers, be efficient in identifying their needs, keep the interaction positive
•Ability to work to targets set by the business, doing all that can be done to help achieve department and personal targets and objectives
•Have a willingness to learn and to pass on what you have learned
•Excellent interpersonal skills to be able to build rapport with customers and colleagues across the organisation
•Good written and oral communication skills
•Computer Literate.
•Excellent planning and organisation skills to manage own workload to expected standards
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.
We will endeavour to contact all applicants within two weeks, but if you do not hear from us, please assume that your application has been unsuccessful on this occasion.
Equal Opportunities:
Matthew Algie is an equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.
Our selection of recruitment does not discriminate on the basis of age, disability, gender, 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).
You may have experience of the following: Telesales Executive, New Business Development, Telemarketing Executive, Sales, Call Centre, Inside Sales Executive, Business Development Executive, Telephone Sales, Lead Generator Customer Service Executive, Contact Centre, Customer Service Administrator, Customer Service, Call Centre, Customer Service Advisor, etc.
£23,400 per annum + target-related bonus. Bonus potential up to £400 per month.
Experience
Demonstrable experience in a Customer Support Environment and/or experience in call handling with customers. Experience in handling enquires and offering technical assistance to customers over the telephone. Experienced in routine processing and admin.
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