Customer Services Agent

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.

• 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 escalated 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 stakeholders 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

• 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
• 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 Assistance Programme with a confidential helpline available 24/7

• 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