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For Companies At a Glance
- Tasks: Assist customers with enquiries and manage orders in a fast-paced environment.
- Company: Join TTI, a leader in power tools and equipment, dedicated to improving lives globally.
- Benefits: Enjoy remote work options, 25 days holiday, private medical insurance, and discounts on products.
- Why this job: Be part of a dynamic team in a new office, contributing to customer satisfaction and operational excellence.
- Qualifications: Previous customer service experience and knowledge of CRM systems are essential.
- Other info: Free on-site parking and an Employee Assistance Programme for your wellbeing.
The predicted salary is between 28800 - 43200 £ per year.
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.
We have a new Customer Services Agent position available within the UK Operations Team, reporting to the Customer Services Team Leader. The role of Customer Service Agent will be working within our Operations department, within our Customer Service, Business to Consumer team. You will be working within a fast-paced team and the purpose of this role is to work with customers to resolve enquiries. This is an exciting opportunity to work within our growing team in our new offices in Marlow! We will offer a work from home option (which is to be agreed directly with your line manager upon successful completion of your training).
As part of working for TTi, we offer many exciting benefits! It’s our people that are crucial to the success of our business and therefore we offer a vast range of comprehensive benefits to our team:
- 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
As well as the above benefits, the wellbeing of our employees is of utmost importance to us and we offer an Employee Assistance Programme, giving employees access to a confidential helpline 24/7.
Key Responsibilities:
- 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
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 like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Customer Service Agent employer: Ttigroup
Contact Detail:
Ttigroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with the company's products and services. Understanding TTI's range of power tools and their applications will not only help you answer customer queries more effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Brush up on your CRM skills, especially if you have experience with Salesforce or similar systems. Being able to navigate these tools efficiently will be crucial in managing customer interactions and showcasing your capability to handle the responsibilities of the role.
✨Tip Number 3
Prepare for potential scenarios involving challenging customer complaints. Think about how you would approach resolving these issues empathetically and professionally, as this will likely come up in interviews and demonstrate your problem-solving skills.
✨Tip Number 4
Network with current or former employees of TTI if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and show that you're a good fit for the team.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise any previous roles where you managed customer enquiries, handled complaints, or used CRM systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention specific skills that align with the job description, such as communication skills and experience with CRM systems.
Showcase Relevant Skills: In your application, clearly outline your skills that match the requirements listed in the job description. Highlight your ability to manage customer complaints, your knowledge of consumer rights legislation, and your proficiency in Microsoft Office.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Ttigroup
✨Know the Company and Its Products
Before your interview, take some time to research TTI and its range of products. Understanding their brands like Milwaukee and Ryobi will help you demonstrate your enthusiasm for the role and show that you're genuinely interested in the company.
✨Prepare for Customer Scenarios
As a Customer Service Agent, you'll likely face various customer enquiries and complaints. Prepare by thinking of examples from your past experience where you've successfully resolved issues or handled difficult customers. This will showcase your problem-solving skills.
✨Familiarise Yourself with CRM Systems
Since the role involves using CRM systems, it’s beneficial to brush up on your knowledge of these tools. If you have experience with Salesforce or similar platforms, be ready to discuss how you've used them to manage customer interactions effectively.
✨Showcase Your Communication Skills
Excellent communication is key in customer service. During the interview, focus on articulating your thoughts clearly and confidently. You might also want to practice active listening techniques, as this will be crucial when dealing with customer enquiries.
