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. We're the team behind Maplin.co.uk, supplying Photography, Audio, Tech Essentials and Office Equipment to customers nationwide. We also supply other retailers including Amazon, Argos, Very, Currys and more.

We work directly with Abrands including Canon, Fujifilm and Panasonic, shipping goods from the UK, Europe and the Far East.
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 a tech enthusiast! You're passionate about providing excellent Customer Service in all aspects of your daily activities. You have experience dealing with couriers and shipping goods overseas. 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

Helping to track large shipments from Europe and the Far East. 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

Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Benefits:

Company pension Employee discount On-site parking Sick pay Store discount
Ability to commute/relocate:

High Wycombe HP12 3SL: reliably commute or plan to relocate before starting work (required)
Application question(s):

What is it about technology that excites you, and how does it play a role in your day to day life - either personally or professionally?
Experience:

Customer Service: 1 year (preferred) Logistics: 1 year (preferred)
Work Location: In person