About

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 experience in customer services or a call centre, used to working with a high volume of inbound calls and emails in a B2C environment. Must also have experience working with a product (not a service). Experience in SAP or Salesforce highly advantageous. HYBRID WORKING - 2 days at home and 3 in the office This is a B2C customer service role and B2C experience is required. Duties include Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systemsManage all direct customer orders as per the internal sales order processHandle and respond efficiently to all general and order specific direct customer enquiriesManage return requests effectivelySupport with order status updates and delivery tracking queriesEffectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case managementEffectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutionsProvide feedback on the efficiency of the customer service process and areas of improvementCommunicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries Skills/Experience Previous experience within a B2C Customer Service position is essentialKnowledge of CRM systemsA self-motivated, passionate, and enthusiastic approach to work and providing excellent customer s