Customer Services Agent in Marlow

Techtronic Industries (TTI) is a world leader in cordless technology spanning power tools, accessories, hand tools, outdoor power equipment, as well as floorcare & cleaning products. Our focus is on end-users that range from professionals in the industrial, construction and infrastructure sectors to DIYers in home improvement, repair, and maintenance. TTI’s powerful brand portfolio includes MILWAUKEE®, RYOBI®, AEG® - recognized worldwide for their deep heritage and innovative product platforms of superior quality.

Hiring exceptional people is a top focus at TTI. This drives a high-performance culture across all levels of our organization and helps to achieve our vision of being number one in the industries we serve. Our unique high-speed decision-making process supports our acute focus on developing superior products and meeting high customer expectations.

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 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 Exciting Benefits

• 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.
• 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 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.

At TTI, we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow. If you’re looking to join a forward-thinking company that values collaboration, innovation, and impact — we’d love to hear from you. Apply now and be part of something exciting!