Customer Care Specialist

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 Ireland we are at a very exciting point of our journey with the Irish government announcing that a DRS will go live in February 2024. As part of TOMRA’s expansion and growth initiative in Ireland we are seeking a full-time Customer Care Specialist to join our busy team on a permanent basis.

Job Description

• Support with installation planning
• Answer calls from customer locations
• Provide hotline technical support to customers and colleagues in the field
• 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
• 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

We operate everyday from 8:00am to 10:00pm. Most of the shifts would be scheduled between 8:00am and 6:00pm. Your normal working hours will be 37.5 hours per week on a rotational basis over 5 days from Monday to Sunday.

Qualifications

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

Additional Information

• Competitive Salary
• Contributory pension scheme
• Private healthcare
• Annual leave entitlement starting from 21 days plus bank holidays

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