Customer Service Agent

Techtronic Industries; United Kingdom; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Free on-site parking

Remote work option after 3 months

25 days holiday plus bank holidays

Private Medical & Dental Insurance

Annual Gym Allowance

Employee Assistance Programme

Discounts on products

Support for eye tests

Job summary

The Ttigroup is seeking a B2C Customer Services Agent for the UK Operations Team in Marlow, Buckinghamshire. This role requires managing direct customer interactions via phone and electronic means, ensuring efficient responses to inquiries, and handling complex complaints.

Candidates should have a strong background in customer service and familiarity with CRM systems. The position offers benefits like private medical insurance, a gym allowance, and an option for remote work after 3 months.

Qualifications

• Previous experience in a Customer Service role is essential.
• Self-motivated, passionate and enthusiastic approach to work.
• Professional and empathetic approach to resolving issues.

Responsibilities

• Deal directly with customers by telephone or electronically.
• Manage all direct customer orders in accordance with internal processes.
• Handle and respond efficiently to all customer enquiries.
• Manage return requests and provide order status updates.
• Record all calls, enquiries, orders, complaints, and returns in the CRM system.
• Manage complex customer complaints, escalating as needed.

Skills

Customer Service experience

CRM proficiency

Understanding of Consumer Rights Act

Excellent communication skills

Experience with customer complaints

Data entry skills

Proficiency in Microsoft Office

Knowledge of SAP and Salesforce

Job description

Job Title & Location

B2C Customer Services Agent – UK Operations Team, Marlow, Buckinghamshire.

Responsibilities

• Deal directly with customers by telephone or electronically through the internal Contact Centre Solution and CRM systems.
• Manage all direct customer orders in accordance with the internal sales order process.
• Handle and respond efficiently to all general and order‑specific customer enquiries.
• Manage return requests effectively, ensuring all relevant systems are updated as per company procedures.
• Provide order status updates and assistance with delivery tracking queries.
• Record all calls, enquiries, orders, complaints, and returns in the CRM system to support case management.
• Manage complex customer complaints, escalating them to the appropriate stakeholders to support timely resolutions.
• Provide feedback on the efficiency of customer service processes and suggest areas for improvement.
• Co‑ordinate with internal and third‑party stakeholders, including Sales and Marketing, Logistics, and After‑Sales Support, to manage queries.
• Perform other ad‑hoc duties as required.

Skills & Qualifications

• Previous experience in a Customer Service role is essential.
• Proficiency with CRM systems.
• Understanding of relevant legislation, including the Consumer Rights Act and Distance Selling Regulations.
• Self‑motivated, passionate and enthusiastic approach to work.
• Excellent oral and written communication skills.
• Experience dealing with challenging customer complaints.
• Strong data entry, typing and analytical skills.
• Professional and empathetic approach to resolving issues.
• Proficiency in Microsoft Office.
• Excellent time management and goal‑oriented focus.
• Knowledge of SAP and Salesforce is highly desirable.

Benefits

• Free on‑site parking at the office.
• Non‑contractual remote work option following successful completion of the first 3 months.
• 25 days holiday plus bank holidays.
• Private Medical & Dental Insurance.
• Group Life Assurance benefits.
• Annual Gym Allowance.
• Discounted Milwaukee and Ryobi products.
• Access to the TTI Benefits Hub with discounts at many high‑street retailers.
• Support towards eye‑sight tests for DSE use.
• On‑site third‑party restaurant and coffee shop.
• Employee Assistance Programme with a confidential helpline available 24/7.

Equal Opportunity Employer

At TTI, we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow.