Customer Service Representative
Location: Wokingham
Salary: £27,000-£30,000
Hours: Monday to Friday, 9am-5pm (office based)
Role Overview
As a Customer Service Representative, you will be the first point of contact for our customers, ensuring every interaction is handled professionally, efficiently, and with care. You will support customers with enquiries related to products, orders, payments, and account issues, helping to maintain my clients reputation for excellent service.
Key Responsibilities
Respond to customer enquiries via email, live chat, phone, and social media in a timely and professional manner
Process customer orders accurately and efficiently, ensuring all details are correct prior to fulfilment
Monitor and manage the full order lifecycle, from placement through to completion
Assist customers with digital gift card purchases, redemptions, and troubleshooting
Investigate and resolve customer issues, including payment queries, order discrepancies, and delivery problems
Escalate complex or unresolved issues to the appropriate internal teams when required
Maintain accurate records of customer interactions and orders using CRM and order management systems
Proactively identify opportunities to improve customer experience and internal processes
Ensure all interactions align with company brand tone and service standards
Support peak trading periods and promotions, ensuring service levels are maintained
Skills & Experience
Previous experience in a customer service or support role
Daily use of Excel (Vlookups and Pivot Tables)
Strong written and verbal communication skills
Confident using computer systems, CRM tools, and digital platforms
Excellent problem-solving skills with a calm and professional approach
Ability to manage multiple enquiries and prioritise workload effectively
Experience working in a fast-paced, customer-focused environment
Personal Attributes
Customer-focused with a genuine desire to help others
Confident communicator and team player
Detail-oriented and highly organised
Resilient and adaptable during busy periods