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!
Fantastic benefits, lovely working hours - 9am - 5pm Mon to Fri, plus 25 days holiday and private medical.
We are looking for someone confident, customer focused and enthusiastic with previous office based customer service experience and knowledge of how to use a CRM.
HYBRID WORKING - 2 days at home and 3 in the office!
Duties include
1. Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM system
2. Manage all direct customer orders
3. Handle and respond efficiently to all general and order specific direct customer enquiries
4. Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures
5. Support with order status updates and delivery tracking queries
6. Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management
7. Effectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutions
8. Provide feedback on the efficiency of the customer service process and areas of improvement
9. Communicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support...