Customer Services Agent

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 • 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