We are seeking an experienced Customer Service Advisor from a B2C 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 for 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-oriented 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.
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