At a Glance
- Tasks: Engage with customers, manage orders, and resolve complaints in a dynamic environment.
- Company: Join Techtronic Industries, a leader in cordless technology with a vibrant team culture.
- Benefits: Enjoy 25 days holiday, private medical insurance, gym allowance, and discounts on products.
- Other info: Flexible work-from-home options after three months and excellent career growth opportunities.
- Why this job: Make a real difference by providing exceptional customer service and support.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Techtronic Industries (TTI) is a global leader in cordless technology spanning power tools, accessories, hand tools, outdoor equipment, and floorcare products.
We are looking for a passionate Customer Services Agent to join our UK Operations Team.
Role Overview
As a Customer Services Agent, you will handle customer interactions via telephone and electronic channels, manage orders, returns, and complaints, and provide exceptional service in our modern office in Marlow, Buckinghamshire.
Responsibilities
- Deal directly with customers via telephone or electronically via the 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 while updating all relevant systems as per company procedures
- Provide order status updates and delivery tracking queries
- Record all actions taken within the CRM system to support case management of calls, enquiries, orders, complaints, and returns
- Effectively manage complex customer complaints and escalations to the appropriate stakeholders to support resolutions
- Provide feedback on the efficiency of the customer service process and areas for improvement
- 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
Benefits
- Free on‑site parking at the office
- A non‑contractual work‑from‑home option after successful completion of the first 3 months of employment
- 25 days holiday plus 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
Skills Required
- Previous experience within a Customer Service position is essential
- Knowledge of CRM systems
- Understanding of relevant legislation, including the 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 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.
At TTI, we are committed to being an equal‑opportunity employer.
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Customer Service Agent in Marlow employer: Techtronic Industries EMEA
Techtronic Industries (TTI) is an exceptional employer, offering a dynamic work culture that prioritises innovation and employee development. As a Field Marketing Executive, you'll enjoy a competitive salary, a branded company vehicle, and structured training from day one, all while working in a flexible field-based role across the beautiful South of England. With a strong commitment to promoting from within, TTI provides clear career progression opportunities, making it an ideal place for ambitious individuals looking to make a meaningful impact in their careers.
Contact Details:
Techtronic Industries EMEA Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Marlow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Techtronic Industries EMEA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Techtronic Industries EMEA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Agent in Marlow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Techtronic Industries EMEA:Your cover letter is your chance to shine! Tell us why you want to work at Techtronic Industries EMEA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Techtronic Industries EMEA!
How to prepare for a job interview at Techtronic Industries EMEA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
