Customer Service Advisor / B2C Contact Centre Agent

TTI; Marlow; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a passionate Customer Service Advisor to join their dynamic team in Marlow. This role offers the opportunity to engage directly with customers, manage inquiries, and resolve issues efficiently. With a focus on delivering exceptional service, you'll play a vital role in supporting both customers and internal stakeholders. Enjoy a hybrid working model after your initial training period, along with a range of exciting benefits including private medical insurance, generous holiday allowance, and discounts on products. If you're ready to elevate your career in a supportive environment, this is the opportunity for you!

Benefits

Free on-site parking

Work from home option

25 days holiday + bank holidays

Private Medical & Dental Insurance

Group Life Assurance Benefits

Annual Gym Allowance

Discounted products

Employee Assistance Programme

Qualifications

• Previous experience in Customer Service is essential.
• Knowledge of CRM systems and relevant legislation is required.

Responsibilities

• Manage customer orders and inquiries via phone and electronic channels.
• Handle complex customer complaints and provide feedback on processes.

Skills

Customer Service Experience

CRM Systems Knowledge

Communication Skills

Data Entry Skills

Analytical Skills

Time Management

SAP Knowledge

Salesforce Knowledge

Job description

Join Our Team as a Customer Service Advisor / B2C Contact Centre Agent and Elevate Your Career!

Are you ready to make a difference? We're looking for a Customer Service Advisor / B2C Contact Centre Agent to join our UK Operations Team!

As a Customer Service Advisor / B2C Contact Centre Agent, you'll dive into the thrilling world of our fast-paced Operations department, working within our dynamic Customer Service, Business to Consumer team. You'll be based in our stunning, modern office in Marlow, Buckinghamshire.

This role is officially known within our business as a Customer Services Agent.

HYBRID WORKING OPPORTUNITIES: Upon successfully completing your first 3 months of employment, you will have the opportunity to split your time working at home and the office in Marlow.

PLEASE NOTE: Candidates must live within a commutable distance to Marlow, Buckinghamshire.

WHAT YOU’LL DO

Your duties as a Customer Service Advisor / B2C Contact Centre Agent include:

• Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems.
• Manage all direct customer orders as per the internal sales order process.
• Handle and respond efficiently to all general and order-specific direct customer enquiries.
• Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.
• Support with order status updates and delivery tracking queries.
• Effectively manage calls, enquiries, orders, complaints, returns, and log all details of actions taken within the CRM system to support case management.
• Effectively manage complex customer complaints and escalate them to the right stakeholders to support resolutions.
• Provide feedback on the efficiency of the customer service process and areas of improvement.
• Communicate and coordinate with internal and third-party stakeholders, including Sales and Marketing, Logistics, and After Sales Support to manage queries.
• Carry out other ad-hoc duties as required from time to time.

ABOUT US

TTI is a fast-growing world leader in Power Tools, Accessories, Hand Tools and Outdoor Power Equipment for Do-It-Yourself (DIY), professional and industrial users in the home improvement, repair, maintenance, construction, and infrastructure industries. Powerful brands such as Milwaukee, Ryobi, Kango, AEG, Hoover, Dirt Devil, and VAX, just to name a few, innovative products, exceptional people, and operational excellence: We are dedicated to improving the lives of homeowners and tradespeople around the world.

Join us and become a part of our success story.

WHY JOIN US?

Exciting Benefits

• Free on-site parking at the office.
• A non-contractual work from home option (ideally on successful completion of first 3 months of employment).
• 25 days holiday + bank holidays.
• Private Medical & Dental Insurance.
• Group Life Assurance Benefits.
• Annual Gym Allowance.
• Discounted Milwaukee and Ryobi products.
• Access to our TTi Benefits Hub which includes discounts with many high street retailers.
• Support towards Eye Sight Tests for DSE use.
• On-site 3rd party restaurant and coffee shop in our offices.

Employee Wellbeing

• Employee Assistance Programme with a confidential helpline available 24/7.

CANDIDATE REQUIREMENTS

• Previous experience within a Customer Service position is essential.
• Knowledge of CRM systems.
• Understanding of relevant legislation including Consumer Rights Act and Distance Selling Regulations.
• A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and written.
• Outstanding verbal communication skills and experience of dealing with challenging customer complaints. Strong data entry, typing, and analytical skills.
• Professional and empathic approach to resolving issues.
• Strong MS Office skills.
• Excellent time management and goal-oriented focus.
• SAP and Salesforce knowledge is highly desirable.

If you're ready to bring your skills and enthusiasm to our team, we want to hear from you!

Apply today to embark on this exciting new career journey with TTI / Techtronic Industries UK!

NO AGENCIES PLEASE

APPLY TODAY…

By submitting your job application to us, you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13235

This job is being advertised by AWD online on behalf of TTI / Techtronic Industries UK.

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