Technical Services Executive
5 months ago
To effectively manage inbound and outbound customer service calls relating to equipment breakdowns, parts orders and complaints. To maximise First Line Resolution of breakdown calls and first-line resolution of enquiries and complaints, in order to reduce overhead costs and to drive customer satisfaction through the achievement of service levels.
**Key Responsibilities**:
- To effectively manage all inbound and outbound service calls; correctly diagnosing breakdown faults to maximise both first line resolution and customer satisfaction.
- Overcome objections and use guided assistance to complete fixes of equipment over the phone where possible. Defer as many potential Total System Failures, isolating flavours where required.
- Ensure accuracy for all jobs logged for technician visits, with all relevant information included in case notes
- Build and develop extensive knowledge of Dispense, Chiller & Ice machines in all variations and specifications for our various customers.
- Educate customers on how our equipment works and in turn teaching them basic hygienic and maintenance of equipment.
- Monitor and be responsible for, on a rotational basis the Service queue and AEP (asset existence programme) queue.
- Liaise with various external companies who support the service of our Chillers and Dispense systems in Ireland.
- To resolve internal and external customer enquiries and complaints at the 1st point of contact where possible to the customer’s satisfaction.
- Complete all administration to agreed standards and timescales ensuring that all customer information on file is accurate, and ensure data input accuracy minimising errors and costs.
- To undertake any other reasonable responsibilities as requested by line manager.
- To adhere to all department standards and guidelines.
- To be flexible in hours and days of work 8am - 8pm, 5 days over 7
- To represent Britvic and their culture internally and externally.
**Knowledge, Skills & Experience Required**:
- Excellent verbal communication skills essential
- Contact centre customer service/Technical experience preferred but not essential
**Key Behaviours**:
- Open to feedback and ability to improve performance
- Mature outlook and self-confident with the ability to be a team player
- Have desire to learn and improve knowledge
- Polite and courteous with customers
- Speaks clearly and concisely at the appropriate pace
- Takes ownership of their own actions and personal development
- Always professional and demonstrates respect towards others at all times
We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive
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