E-commerce Customer Services Agent - Marlow - £26KPermanent Full Time, Monday-Friday 9am-5pm or 8am-4pm.Are you a customer service superstar with a passion for e-commerce? Do you thrive in a fast-paced environment and love connecting with people? If so, we have an exciting opportunity for you to join our Operations Team as an E-commerce Customer Services Agent!About the Role:As a vital member of our UK Operations Team, you'll be the first point of contact for our customers, delivering exceptional service and support. You will report directly to the E-commerce Customer Services Team Leader and play a key role in enhancing our customers' shopping experience.Key Responsibilities:
1. Engage directly with customers via phone and email using our internal Contact Centre Solution and CRM systems.
2. Manage customer orders in line with our internal sales order process.
3. Respond efficiently to a variety of customer inquiries-both general and order-specific.
4. Handle return requests and ensure all relevant systems are updated according to company procedures.
5. Provide timely order status updates and assist with delivery tracking queries.
6. Manage calls, complaints, and returns while logging all actions in our CRM system for effective case management.
7. Tackle complex customer complaints and escalate them to the appropriate stakeholders for swift...