Technical Services Executive

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Full time
Location: Tamworth
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Job offered by: Britvic
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Category: IT & Technology
Press Tab to Move to Skip to Content Link At Britvic, we make, market and sell great-tasting soft drinks, offering refreshments to billions of consumers worldwide. We're constantly refreshing and reimagining our business, ensuring it's innovative and evolving while staying true to our vision – to be the most dynamic soft drinks company, creating a better tomorrow. We've been home to iconic brands for over 100 years, and our relevance is anchored in an authentic heritage. Delivering our vision is down to the passion of our people, and we create conditions for everyone to thrive and grow. From our international supply chain and network of partners, we export to over 100 countries, offering opportunities for our people and businesses to grow. Job Overview

We are seeking a dynamic and compelling Technical Service Executive to join our team at Britvic. In this role, you will effectively manage inbound and outbound customer service calls related to equipment breakdowns, parts orders, and complaints. Your primary responsibility will be to maximize first-line resolution of breakdown calls, enquiries, and complaints, driving customer satisfaction while reducing overhead costs. Key Responsibilities

Effectively manage all inbound and outbound service calls, accurately diagnosing faults to maximize first-line resolution and customer satisfaction. Overcome objections and use guided assistance to complete equipment fixes over the phone where possible, deferring potential Total System Failures and isolating flavors as required. Ensure accurate job logging for technician visits, including all relevant information in case notes. Build and develop extensive knowledge of Dispense, Chiller & Ice machines in various specifications for our diverse customers. Educate customers on how our equipment works and teach them basic hygiene and maintenance practices. Monitor and be responsible for the Service queue and AEP (asset existence program) queue on a rotational basis. Liaise with various external companies that support the service of our Chillers and Dispense systems in Ireland. Resolve internal and external customer enquiries and complaints at the first point of contact, ensuring customer satisfaction. Complete all administration to agreed standards and timescales, ensuring accurate customer information and data input accuracy. Undertake any other reasonable responsibilities as requested by the line manager. Adhere to all department standards and guidelines. Be flexible with working hours, 8am – 8pm, 5 days over 7. Represent Britvic and its culture internally and externally. Requirements

Contact center customer service/Technical experience preferred but not essential. Computer literacy - Competency using Microsoft Office, Windows 10, and other Windows-based applications. Key Behaviours

Open to feedback and ability to improve performance. Mature outlook and self-confident with the ability to be a team player. Desire to learn and improve knowledge. Polite and courteous with customers. Speak clearly and concisely at the appropriate pace. Take ownership of your actions and personal development. Always professional and demonstrate respect towards others at all times.

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