Full job descriptionJoin 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
*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 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
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 environment is beneficial
*Willingness to learn, and have a passion for delivering excellent customer service
*Have good empathy and communication skills, and the ability to adapt these, depending on the situation or customer
*A self-motivated, passionate, and enthusiastic approach to the role
*Strong written communication skills and data entry
*Computer literate with a good understanding of Excel and CRMs
*Good time management and organisational skills
*SAP and Salesforce knowledge is desirable but not essential