Overview
Join to apply for the Customer Service Executive role at Silver Planet Group.
An exciting opportunity has arisen to join our client, a leading organisation, in Marlow, home to some of the most well known brands in the UK. This role offers hybrid working: 2 days at home and 3 in the office, with benefits including 9am – 5pm Monday to Friday, 25 days holiday and private medical.
This is a B2C customer service role; experience in customer services or a call centre handling high volume inbound calls and emails in a B2C environment is required, and experience working with a product (not a service) is necessary. SAP or Salesforce knowledge is highly advantageous.
Responsibilities
* Deal directly with customers by telephone or electronically via internal Contact Centre Solution and CRM systems
* Manage all direct customer orders as per the internal sales order process
* Handle and respond to general and order-specific customer inquiries
* Manage return requests
* Support with order status updates and delivery tracking queries
* Log details of calls, inquiries, orders, complaints and actions in the CRM system to support case management
* Escalate complex customer complaints to the appropriate stakeholders to support resolutions
* Provide feedback on the efficiency of the customer service process and areas for improvement
* Coordinate with internal and third-party stakeholders including Sales, Marketing, Logistics and After Sales Support to manage queries
Qualifications
* Previous experience in a B2C Customer Service position is essential
* Knowledge of CRM systems
* Self-motivated, passionate and enthusiastic approach to delivering excellent customer service
* Excellent oral and written communication skills
* Strong verbal communication skills with experience handling challenging customer complaints
* Strong data entry, typing and analytical skills
* SAP and Salesforce knowledge is highly desirable
Please note that we will contact only suitable candidates based on experience, training and skills. If no suitable role is available, CVs will not be kept for more than 30 days.
As an equal opportunity employer, Bucks and Berks Recruitment is committed to equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and encourage suitably qualified applicants from a wide range of backgrounds to apply.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Customer Service
Industries
* Administrative and Support Services
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