Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. TTI manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retail customers and end users. We continue to grow in an established and stable market.
We have a new eCommerce Customer Services Agent position available within the UK Operations Team, reporting to the eCommerce Customer Services Team Leader.
This is a full time role based in our office in Marlow, Buckinghamshire, UK.
Key Responsibilities:
1. Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems
2. Manage all direct customer orders as per the internal sales order process
3. Handle and respond efficiently to all general and order specific direct customer enquiries
4. Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.
5. Support with order status updates and delivery tracking queries
6. Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management
7. Effectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutions
8. Pro...