E-Commerce Customer Service 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!

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If you like wild growth and working with happy, enthusiastic over-achievers, you\’ll enjoy your career with us!

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