Customer Services Agent

Customer Services Agent

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 Will 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 elevate 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 internal and third-party stakeholders 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