Customer Services Agent

Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. TTI manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retail customers and end users. We continue to grow in an established and stable market.

The role of E-Commerce 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).

TTI offer many great benefits, such as competitive salaries, holiday and private benefits.

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
• Support with order status updated and delivery tracking queries
• Effectively manage calls, enquiries, orders, complaints 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 stake holders 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 Ecommerce 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 knowledge is preferable