Customer Services Agent

Bucks Skills Hub; Marlow; On-site; GBP 20,000 - 28,000; Full time

Job summary

Join a renowned company as a Customer Services Agent in Marlow, where you will manage customer orders and complaints, ensuring excellent service delivery. With a focus on improving customer interactions, you will be part of a supportive team with great benefits including holidays and private medical insurance.

Benefits

Free on-site parking

Work from home option after 3 months

25 days holiday + bank holidays

Private Medical & Dental Insurance

Group Life Assurance Benefits

Discounts on Milwaukee and Ryobi products

Discounts with high street retailers

Employee Assistance Programme

Qualifications

• Previous experience in Customer Service essential.
• Knowledge of CRM systems and Consumer Rights Act required.
• Strong verbal communication and analytical skills.

Responsibilities

• Manage customer orders and handle enquiries and complaints.
• Update CRM system with case management details.
• Provide feedback on the customer service process.

Skills

Customer Service Experience

Communication Skills

CRM Knowledge

Analytical Skills

Time Management

Empathic Approach

Tools

SAP

Salesforce

Ms Office

Job description

This job opportunity has been provided by Reed.co.uk

Customer Services Agent

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, 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.

Join Our Team as a B2C Customer Services Agent and Elevate Your Career!

Are you ready to make a difference? We're looking for a passionate Customer Services Agent to join our UK Operations Team!

As a Customer Services 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.

What You'll Do:

• 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 CRM system to support case management
• Effectively manage the complex customer complaints and escalate it 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 stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries
• Carry out other ad-hoc duties as required from time to time

Why Join Us?

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

Skills Required:

• 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 with 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 orientated 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 Techtronic Industries UK!