Customer Service Agent

Techtronic Industries (TTI) is a world leader in cordless technology spanning power tools, accessories, hand tools, outdoor power equipment, as well as floorcare & cleaning products. Our focus is on end-users that range from professionals in the industrial, construction and infrastructure sectors to DIYers in home improvement, repair, and maintenance. TTI’s powerful brand portfolio includes MILWAUKEE®, RYOBI®, AEG® - recognized worldwide for their deep heritage and innovative product platforms of superior quality.  
 
The company maintains a global manufacturing and product development footprint, with record world-wide sales of approximately US$14.6 billion and around 49,000 employees in 2024. Hiring exceptional people is a top focus at TTI. This drives a high-performance culture across all levels of our organization and helps to achieve our vision of being number one in the industries we serve. Our unique high-speed decision-making process supports our acute focus on developing superior products and meeting high customer expectations. We view our winning culture as a competitive advantage that powers our growth.   

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

• 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 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 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're ready to bring your skills and enthusiasm to our team, we want to hear from you! Apply today to embark on this exciting new career journey with Techtronic Industries UK!

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At TTI, we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow. If you're looking to join a forward-thinking company that values collaboration, innovation, and impact — we’d love to hear from you. Apply now and be part of something exciting!

Visit https://www.ttigroup.com to find out more about us