Customer Care Specialist

1 month ago

Edinburgh, United Kingdom Tomra Full time

Company Description

TOMRA is the world's leading provider of reverse vending solutions for drinks containers. With more than 80,000 installations in 4 continents, our business is divided over 60 markets and is publicly listed on the Oslo Stock Exchange.

Less than 5% of beverage containers consumed worldwide are collected for closed-loop recycling. TOMRA has a tremendous opportunity to ensure that we keep even more bottles and cans out of our oceans, landfills, and streets. TOMRA’s state-of-the-art technology, which is used as part of Deposit Return Schemes (DRS), helps to transform society’s habits and keep valuable resources in a continuous loop of use and reuse. TOMRA’s reverse vending machines, digital solutions and service make recycling easy for the industry, system owners, retailers and consumers to contribute to a more sustainable planet.

Here in the UK we are at a very exciting point of our journey with the Scottish government announcing that a DRS will go live in 2023. As part of TOMRA’s expansion and growth initiative in Scotland and the rest of the UK we are seeking a full-time **Customer Care Specialist **to join our busy team on a permanent basis.

**Job Description**:
**Responsibilities**:

- Answer calls from customer locations
- Provide remote technical support to customers and colleagues in the field over phone
- Address and resolve customer queries
- Dispatch and interact with technicians, colleagues and partners visiting sites
- Coordinate onsite maintenance and repairs
- Investigate customer complaints
- Escalate inquiries to the appropriate team, when necessary
- Pass customer feedback onto the relevant team to improve the company’s services
- Monitor machines and schedule in service according to agreements
- Deliver a professional level of service at all times, this includes orally and written to internal and external stakeholders
- Provide support to the Service team on Service projects and initiatives
- Work with our ERP system (IFS)
- Work to team KPI’s
- Work to business SLA’s
- Perform setup and configurations to the machines remotely online
- Continue to seek general business optimisation opportunities
- Ensure you take reasonable care for your own health and safety
- Ensure you take reasonable care that your actions or inactions do not adversely affect the health and safety of others
- Ensure all incidents and hazards at work are reported accurately and in a timely manner

**Qualifications**:

- Tech savvy
- Strong communication skills
- Excellent customer service skills
- Capable at managing multiple stakeholder expectations
- Good at problem solving

Additional Information
- Competitive Salary
- 10% pension contribution
- 25 days holidays plus bank holidays
- Private healthcare
- Employee Assistance Program

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