Ecommerce Customer Service Agent

2 months ago


Marlow, United Kingdom Trinity Resource Solutions Full time

E-Commerce Customer Services Agent - Operations Team
Key Responsibilities:

- Deal directly with customers either 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 efficiently to all general and order specific direct customer enquiries
- Support with order status updated and delivery tracking queries
- Effectively manage calls, enquiries, orders, complaints and log all details of actions taken within CRM system to support case management
- Effectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutions
- Provide feedback on the efficiency of the customer service process and areas of improvement
- Communicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries
- Carry out other ad-hoc duties as required from time to time
Skills Required:

- Previous experience within a Customer Service Ecommerce position is essential
- Knowledge of CRM systems
- Understanding of relevant legislation including Consumer Rights Act and Distance Selling Regulations
- A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and written
- Outstanding verbal communication skills and with experience of dealing with challenging customer complaints Strong data entry, typing and analytical skills
- Professional and empathic approach to resolving issues
- Strong Ms Office Skills
- Excellent time management and goal orientated focus
- SAP knowledge is preferable



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