Job Description

Who we are:

It's an exciting time to join DirekTek. We are a fast-paced, technology lead distributor.

Here at DirekTek we live for electronics. Ranging from but not limited to; Photography, Audio, Tech Essentials and Office Equipment. We own several household brands including Maplin & Praktica, which allows us to supply a wide range of consumer electronics to the public through Maplin.co.uk as well as other retailers including Amazon, Argos, Very, Currys and more.

We care deeply about inclusive working practices and diverse teams, supporting our colleagues and making them feel valued. We feel passionate about providing an outstanding service for all our customers and are striving to become the ultimate destination for the tech-savvy shopper.

We invest in our team giving you all the tools and training you need to reach your full potential. We are looking for ambitious people with a passion for problem-solving to join our rapidly developing support team, helping customers across the company.

You'd be perfect for the job if:

You live a commutable distance from our offices in High Wycombe You're passionate about providing excellent Customer Service in all aspects of your daily activities You enjoy working in a team, but you are also able to work autonomously. You're detail-oriented and a great communicator. You have experience in a customer care role You're great at explaining things to people and have good written English You're not afraid to get stuck in and challenge the norm You're a friendly and approachable person. This would be reflected in the way you communicate with customers You enjoy investigating problems, getting to the root cause and fixing them Confident in basic use of Microsoft office packages Able to multi-task and prioritise

What's involved:

Returns

Arranging returns with the customers, acting as a point of contact between the customer and suppliers Testing returned goods Authorising refunds
Orders

Manage all aspects of the order lifecycle from order processing through to delivery to billing Point of Contact for rest of business relating to queries and tracking of orders
Customer Support

Answering customer support messages via email and live chat Maintaining a FAQ knowledgebase to better serve our customers Working with management to maintain best practices for efficient communication with customers Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Deliveries / Couriers

Liaising with couriers to resolve delivery issues Claims and disputes management Financial support such as billing
Whether we're reviewing orders or assisting with a product query, it's about making the whole customer journey as seamless as it can be. Our customers are at the heart of everything we do.

What's next:

The application process includes two interviews. The first will be conducted online via Microsoft Teams, and the second will take place on-site at our office in High Wycombe. Second interviews typically involve one or two paid trial days.

This role is a full time on-site role with the working hours of 9am-6pm with 1 hour lunch break.

Job Type: Full-time

Pay: 25,000.00-30,000.00 per year

Additional pay:

Quarterly bonus
Benefits:

Employee discount On-site parking
Schedule:

Monday to Friday
Education:

A-Level or equivalent (preferred)
Experience:

customer service: 2 years (required)
Work Location: In person

Reference ID: CS DFR