Customer Service Representative

Job Title: Customer Service Representatives x 2

**Salary**: £20,000.00

Permanent, Full Time

Location: Leeds

Do you want to work for an established growing company that recognises and appreciates your hard work on a day to day basis?

Here at The Vending People, our Employees are at the forefront of everything we do. We invest heavily in your development and offer a real positive working experience.

**Who are We?**

We are one of the most innovative companies in the UK. We are the largest independent national vending machine operators and have amibitious growth plans, however we still retain that family feel.

**Our Company Values**

**Proactive** - We take the initiative, anticipate customer needs, look out for problems before they happen and search out new opportunities..

**Collaborative** - We work together to achieve common goals and through teamwork, learn from each other while making improvements..

**Reliable **- We build trust by delivering a consistent experience no matter who a customer deals with..

**Responsible **- We aim to always do the right thing. We take responsibility for our actions and stand by the results..

**Creative** - We use creativity to overcome challenges, solve problems and make improvements..

**What do we offer?**

Competitive salary

Pension

Comprehensive induction

Extensive training & development

Career progression

**What does the role involve?**
- Act as the key central point for the receipt and resolution of all machine faults.
- Log all machine faults and schedule the relevant machine visit with a Service Engineer
- Follow the correct procedure for the reporting of machine faults to any 3rd party suppliers; Pepsi, Lucozade etc, and ensure theses are followed up to completion.
- Schedule visits by Service Engineers, based on locality, availability of engineer, and fault (customer) type/priority.
- Make outbound calls and take inbound calls to/from the Service Engineers to schedule their daily machine visits.
- Log and categories the machine faults identified by Operations staff.
- Ensure all non-service related calls from customers are promptly identified and logged appropriately and this information passed to the correct person/department manager for attention e.g. complaint, customer requirement for stock, sales, billing query.
- Log all Service Engineer visits to customer sites for routine servicing and maintenance agreements.
- Highlight any high volumes of outstanding service calls to the Customer Service Manager.
- Record all customer comments and complaints you might receive in your day to day activity, and ensure that any complaints are escalated and highlighted to the correct team for resolution, and where necessary after resolution make a courtesy call to the customer
- Assist with any Customer Care Projects that might be introduced
- Update your line manager with any issues, or concerns that you experience in your day to day activity
- Ensure the correct use of computer programs and use this in all customer and Service Engineer contact
- To be aware of any Service Department KPI’s to fix machine faults.
- Liaise with the Service Manager if assistance is needed to priorities a Service Visit
- Ensure you are aware of any planned absence by Engineers within the Service and operations Department

**What do we expect from you?**
- Proven track record of customer service or retail experience
- Experience of customer contact
- IT literate with MS Office including excel
- Excellent communication skills
- Adaptive listening skills
- Willingness to deliver first class customer service being calm and professional
- Problem solver, analytical and logical

**Salary**: £20,000.00 per year

**Benefits**:

- On-site parking

Schedule:

- Monday to Friday

Reference ID: Wendy Cresswell