We are seeking an experienced Customer Service Advisor from an Office/Contact Centre background to join our successful client on a permanent basis to be based in Marlow on a Hybrid working model.
Working Hours: Hybrid working after successful onboarding after 3 months. 2 days WFH, 3 days in the office. 9 – 5, Monday to Friday
Duties:
Engage with customers via phone and internal Contact Centre and CRM systems.
Oversee and process direct customer orders following the internal sales order procedure.
Respond swiftly and effectively to both general and order-specific customer inquiries.
Manage return requests efficiently, ensuring all relevant systems are updated per company policies.
Support customers with order status updates and delivery tracking concerns.
Handle calls, inquiries, orders, complaints, and returns, documenting all actions in the CRM system for thorough case management.
Resolve complex customer complaints and escalate issues to appropriate stakeholders when necessary.
Experience:
• Previous experience within a B2C Customer Service position is essential
• Knowledge of CRM systems
• Order processing experience
• Excellent communication skills, both oral and written
• Professional and empathetic approach to resolving issues
• Strong Ms Office Skills
• Excellent time management and goal orientated focus
• SAP and Salesforce knowledge is highly desirable
Benefits:
Free on-site parking at the office
25 days holiday + bank holidays
Private Medical & Dental Insurance
Group Life Assurance Benefits
Annual Gym Allowance
On-site 3rd party restaurant and coffee shop