Customer Care Specialist

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.

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

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

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

We are committed to be an equal opportunities employer and will welcome applications from all individuals regardless of age, disability, sexual orientation, marital status, or race.