About The Company
Adecco is a leading global workforce solutions company dedicated to connecting talented individuals with the right employment opportunities. With a strong presence across multiple industries, Adecco specializes in providing comprehensive staffing services, including temporary, permanent, and contract placements. The company prides itself on fostering an inclusive and dynamic work environment that values diversity, innovation, and professional growth. Committed to delivering exceptional service to both clients and candidates, Adecco continuously strives to enhance its offerings through innovative solutions and a customer-centric approach. As an employer, Adecco upholds high standards of integrity, equality, and support for its employees, ensuring a positive and rewarding workplace experience.
About The Role
The E-commerce Customer Services Agent role at Adecco offers an exciting opportunity for individuals passionate about delivering outstanding customer service within the e-commerce sector. As a vital member of our UK Operations Team, you will be the first point of contact for our customers, providing timely and effective support to enhance their shopping experience. This permanent, full-time position is designed for proactive, customer-focused professionals who thrive in fast-paced environments. Reporting directly to the E-commerce Customer Services Team Leader, you will handle a variety of customer inquiries, manage orders, and resolve issues efficiently. The role requires excellent communication skills, problem-solving abilities, and a keen attention to detail to ensure customer satisfaction and loyalty. Working Monday to Friday, with flexible start times, this position offers a balanced work-life environment with competitive benefits.
Qualifications
To succeed in this role, candidates should possess proven experience in a customer service capacity, ideally within the B2C sector and consumer goods industry. Familiarity with Customer Relationship Management (CRM) systems is essential, with experience in Salesforce being highly desirable. A solid understanding of relevant legislation such as the Consumer Rights Act and Distance Selling Regulations is important to ensure compliant service delivery. Candidates should demonstrate a self-motivated, enthusiastic approach with excellent verbal and written communication skills, capable of handling challenging customer interactions professionally. Strong data entry, typing, and analytical skills are required, along with proficiency in MS Office applications. Knowledge of SAP and Genesys systems will be considered advantageous. Additionally, the role demands exceptional time management skills, a goal-oriented mindset, and the ability to work effectively both independently and as part of a team.
Responsibilities
* Engage directly with customers via phone and email, utilizing internal Contact Centre Solutions and CRM systems to provide efficient support.
* Manage customer orders in accordance with internal sales processes, ensuring accuracy and timeliness.
* Respond promptly to a variety of customer inquiries, including general questions and order-specific issues.
* Handle return requests, process refunds, and update relevant systems following company procedures.
* Provide customers with order status updates and assist with delivery tracking and related queries.
* Log all customer interactions, complaints, and resolutions accurately within the CRM system for effective case management.
* Tackle complex customer complaints, escalating issues to appropriate stakeholders to ensure swift resolution.
* Collaborate with internal departments such as Sales, Marketing, Logistics, and After Sales Support to resolve customer queries efficiently.
* Perform additional ad-hoc duties as required to support the team and improve service delivery.
Benefits
Our employees enjoy a comprehensive benefits package designed to support their well-being and professional development. Many benefits become available after the initial three months of employment, including:
* Pension contributions, with the employer contributing 5% of the basic salary, complemented by a 4% employee contribution.
* Access to the company's Benefits Hub, offering various support and enrollment options.
* Private Medical Insurance for employee single cover.
* Private Dental Insurance for employee single cover.
* 25 days of holiday entitlement plus bank holidays, pro-rated based on the start date.
* Group Life Assurance benefits, providing coverage of 4 times the annual salary, subject to scheme provisions.
* Discounted products available through the Friends and Family Webshop.
* Gym allowance of up to 300 per year, upon submission of a claim.
* Support for eyesight tests and glasses for DSE use, available through claims submission.
* Access to an Employee Assistance Helpline available 24/7 for confidential support.
* Onsite office facilities including free refreshments, weekly fruit baskets, a wellbeing room, and free parking.
Equal Opportunity
Adecco is an equal opportunities employer committed to fostering an inclusive environment where all employees and applicants are treated with fairness and respect. We value diversity and are dedicated to providing equal employment opportunities regardless of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. Our aim is to create a workplace that reflects the diverse communities we serve, ensuring everyone has the opportunity to succeed and contribute to our collective success.