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Customer Service Representative

2 months ago

Marlow, United Kingdom Techtronic Industries - TTI UK Full time
{"title": "Customer Service Representative", "content": "Customer Service Representative

At Techtronic Industries - TTI UK, we are seeking a highly skilled Customer Service Representative to join our Operations department. As a key member of our Customer Service, Business to Consumer team, you will be responsible for working with customers to resolve enquiries and provide exceptional service.

The ideal candidate will have previous experience within a Customer Service Ecommerce position and possess excellent communication skills, both oral and written. You will be working within a fast-paced team and will be required to manage all direct customer orders as per the internal sales order process.

Key Responsibilities:

  • 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
  • Support with order status updated and delivery tracking queries
  • Effectively manage calls, enquiries, orders, complaints 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 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

Skills Required:

  • Previous experience within a Customer Service Ecommerce 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 knowledge is preferable
", "keywords": "Customer Service Representative, E-Commerce Support Specialist, Customer Experience Agent"}