About this role
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 systemsManage all direct customer orders as per the internal sales order processHandle and respond efficiently to all general and order specific direct customer enquiriesManage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.Support with order status updates and delivery tracking queriesEffectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case managementEffectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutionsProvide feedback on the efficiency of the customer service process and areas of improvementCommunicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queriesCarry out other ad-hoc duties as required from time to time
Why Join Us?
Exciting Benefits:
Free on-site parking at the officeA non-contractual work from home option (ideally on successful completion of first 3 months of employment)25 days holiday bank holidaysPrivate Medical & Dental InsuranceGroup Life Assurance BenefitsAnnual Gym AllowanceDiscounted Milwaukee and Ryobi productsAccess to our TTi Benefits Hub which includes discounts with many high street retailersSupport towards Eye Sight Tests for DSE useOn-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 position is essentialKnowledge of CRM systemsUnderstanding of relevant legislation including Consumer Rights Act and Distance Selling RegulationsA self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and writtenOutstanding verbal communication skills and with experience of dealing with challenging customer complaints Strong data entry, typing and analytical skillsProfessional and empathic approach to resolving issuesStrong Ms Office Skills