Customer Service Agent

Techtronic Industries (TTI) is a global leader in cordless technology spanning power tools, accessories, hand tools, outdoor equipment, and floorcare products.

We are looking for a passionate Customer Services Agent to join our UK Operations Team.

Role Overview

As a Customer Services Agent, you will handle customer interactions via telephone and electronic channels, manage orders, returns, and complaints, and provide exceptional service in our modern office in Marlow, Buckinghamshire.

Responsibilities

• Deal directly with customers via telephone or electronically via the 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 while updating all relevant systems as per company procedures
• Provide order status updates and delivery tracking queries
• Record all actions taken within the CRM system to support case management of calls, enquiries, orders, complaints, and returns
• Effectively manage complex customer complaints and escalations to the appropriate stakeholders to support resolutions
• Provide feedback on the efficiency of the customer service process and areas for improvement
• Coordinate with internal and third‑party stakeholders, including Sales and Marketing, Logistics and After Sales Support, to manage queries
• Carry out other ad‑hoc duties as required from time to time

Benefits

• Free on‑site parking at the office
• A non‑contractual work‑from‑home option after successful completion of the first 3 months of employment
• 25 days holiday plus 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 the 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 experience 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‑oriented 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.

At TTI, we are committed to being an equal‑opportunity employer.

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