Job title:Customer Service Executive
Location: Epsom, Surrey
Closing date:2019-02-01 00:00:00
Salary:Up to £18,500.00 per annum depending on experience + OTE £515 per month plus company bonus
Job type:Full time
Role overview:
Customer Service Executive 

With its unique business model of selling premium quality coffee along with weekly changing non-food ranges through its own distributions channels, Tchibo Group and its 12,500 employees worldwide generated revenues of 3.4 billion EUR in 2015. 

Founded in 1972, Tchibo Coffee Service today is one of the leading food and coffee service companies in Europe with branches in Germany, Austria, Great Britain, Czech Republic and Poland. Tchibo Coffee Service provides tailored out-of-home solutions for a wide range of customers from hotel chains to independent cafés or educational facilities. 

With its family of brands (Tchibo, Davidoff Café, Piacetto Espresso, VISTA and Smokin' Bean) the company has built its first-rate reputation based on superior quality products, truly unbeatable service and fair prices. The unique and diverse brand and product portfolio is supported by a cutting-edge equipment and the latest training resources. 

Position: Customer Service Executive 
Location: Head Office, Epsom, Surrey (Commutable from Croydon, Horley, Crawley, Woking, Guildford, Croydon and surrounding areas) 
Job type: Full Time, Permanent 
Hours: Monday to Friday 
Salary: Up to £18,500.00 per annum depending on experience + OTE £515 per month plus company bonus 
Benefits: include an enhanced contributory pension scheme, free Parking space, perks, life assurance, annual holiday starting at 24 days entitlement which grows with your length of service plus public holidays. 

About the role: 

Business Contribution: Provide superior customer service support regarding machine servicing, repairing and engineer scheduling. To provide pro-active and reactive scheduling and allocation of engineering resource to customers by liaising with relevant departments and dealing with external and internal customer queries. To improve Customer Satisfaction and retention by delivering professional support and guidance to our customers, internal and external. 

To provide excellent telephone assistance to our entire customer base always. 

Full accountability for delivering exceptional Field Engineer and Customer Service responses by ensuring scheduling is as timely as possible. 

Responsibilities: 

- To be able to talk about company standards, procedures, processes, products and equipment. 
- Provide help and advice to customers, using Tchibo’s products and services. 
- Deal with customer issues in line with company procedures and ensure fully completed to customers satisfaction. 
- Handle incoming calls with the Tchibo standard / call structure and liaise with necessary person / department to ensure superior customer satisfaction. 
- Investigate and resolve customers' problems. 
- Issue refunds or compensation to customers where appropriate and authorised to do so. 
- Active involvement in developing feedback or complaints procedures for customers to use. 
- Adhering to all customer service policies and standards for Tchibo and / or the department. 
- Customer monitoring - identify both opportunities and threats and liaise with team to ensure objectives are in place to secure long term business. 
- Prioritise calls according to needs of customers, sales team and to allow maximum efficiency of the Customer Service department. 
- Maintain a high level of communication across the departments. 
- Provide help and advice to customers, using Tchibo’s products and services. 
- Investigate and resolve customers' problems. 
- Keep accurate records of discussions or correspondence with customers, internal & external. 
- Active involvement in developing feedback or complaints procedures for customers to use. 
- Ensure all customers, sales team, field service engineers and service manager are informed correctly of the progress of all calls - regular updates being essential. 
- Ensure communication channels are open and involving at all times. 
- Makes sure that all administration duties associated with the Customer Support department are carried out in a satisfactory manner (e.g. daily invoicing of chargeable calls). 
- Liaise with Internal Sales, Field Sales and Schedulers with relevant customer information. 
- Keep accurate records of discussions or correspondence with customers. 
- Produce written information for customers where necessary to identify an issue or solution. 
- Administer and maintain the various systems in line with the relevant internal procedures. 
- Control resource planner – liaise with Team leaders and Manager over holiday, sickness training etc. 
- Assist other team members wherever possible (including training). 
- Communicate and understand common issues and proactively participate in activity to improve Service levels. 
- Provide weekend resource as and when needed (currently 1 in 4 – subject to change). 

About you: 

- Competent in all Microsoft Office packages specifically outlook, excel, and word. 
- NVQ in Customer Service. 
- Good geographical understanding of the UK – Time to travel etc. 
- 1 years’ customer service experience within a call centre or office environment. 
- Pervious Service Desk experience / Tele-sales / Administration experience. 
- Previous experience of giving technical advice over the telephone to customers. 
- Being responsive, customer-focused and committed to customer care. 
- Dealing with, and effectively assisting with complaints and conflicts and difficult or sensitive situations. 
- Experience of communicating with customers and colleagues, both face to face and by telephone. 
- Experience of gathering, organising and managing information. 
- Maintenance of accurate records including updating computer records whilst dealing with customers. 
- Using IT to gather information and resolve queries. 
- A calm approach and working effectively under pressure. A positive approach at all times. 
- Working as part of a team, supporting and encouraging colleagues with initiative to be able to work alone when required. 
- Excellent communication, influencing and listening skills. 
- Good time management and prioritisation skills. 
- Dealing with confidential matters sensitively, recognising customer needs and tailoring service provided accordingly. 
- Ability to learn and implement new ways of working. 
- Flexible to work shift pattern weekends (rota basis). 

You may have experience of the following: Customer Service Advisor, Customer Service Assistant, Customer Service Agent, Sales Support, Sales Administrator, Sales Support Executive, Internal Account Manager, Account Executive, Internal Sales, Customer Service Executive, Sales Executive, Customer Service, Customer Services, Administrator, Admin Assistant, Office Administrator, Telesales, Telemarketing, etc.
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