Customer Service Agent

Job Title & Location

B2C Customer Services Agent – UK Operations Team, Marlow, Buckinghamshire.

Responsibilities

• Deal directly with customers by telephone or electronically through the internal Contact Centre Solution and CRM systems.
• Manage all direct customer orders in accordance with the internal sales order process.
• Handle and respond efficiently to all general and order‑specific customer enquiries.
• Manage return requests effectively, ensuring all relevant systems are updated as per company procedures.
• Provide order status updates and assistance with delivery tracking queries.
• Record all calls, enquiries, orders, complaints, and returns in the CRM system to support case management.
• Manage complex customer complaints, escalating them to the appropriate stakeholders to support timely resolutions.
• Provide feedback on the efficiency of customer service processes and suggest areas for improvement.
• Co‑ordinate with internal and third‑party stakeholders, including Sales and Marketing, Logistics, and After‑Sales Support, to manage queries.
• Perform other ad‑hoc duties as required.

Skills & Qualifications

• Previous experience in a Customer Service role is essential.
• Proficiency with CRM systems.
• Understanding of relevant legislation, including the Consumer Rights Act and Distance Selling Regulations.
• Self‑motivated, passionate and enthusiastic approach to work.
• Excellent oral and written communication skills.
• Experience dealing with challenging customer complaints.
• Strong data entry, typing and analytical skills.
• Professional and empathetic approach to resolving issues.
• Proficiency in Microsoft Office.
• Excellent time management and goal‑oriented focus.
• Knowledge of SAP and Salesforce is highly desirable.

Benefits

• Free on‑site parking at the office.
• Non‑contractual remote work option following successful completion of the first 3 months.
• 25 days holiday plus bank holidays.
• Private Medical & Dental Insurance.
• Group Life Assurance benefits.
• Annual Gym Allowance.
• Discounted Milwaukee and Ryobi products.
• Access to the TTI Benefits Hub with discounts at many high‑street retailers.
• Support towards eye‑sight tests for DSE use.
• On‑site third‑party restaurant and coffee shop.
• Employee Assistance Programme with a confidential helpline available 24/7.

Equal Opportunity Employer

At TTI, we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow.