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Customer Service Representative
2 months ago
An exciting opportunity has arisen to join our client, a leading organisation, in a dynamic and fast-paced environment
Fantastic benefits, flexible working hours, and a competitive salary make this a great opportunity for a customer-focused individual.
We are looking for someone confident, enthusiastic, and passionate about delivering exceptional customer service with previous experience in customer services or a call centre, used to working with a high volume of inbound calls and emails.
This is a B2C customer service role, and B2C experience is required.
Key Responsibilities:
- Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM system
- Manage all direct customer orders
- Handle and respond efficiently to all general and order specific direct customer enquiries
- Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures
- Support with order status updates and delivery tracking queries
- Effectively manage calls, enquiries, orders, complaints, returns, 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 stakeholders to include Sales and Marketing, Logistics, and After Sales Support to manage queries
Requirements:
- Previous experience within a Customer Service position is essential
- Knowledge of CRM systems
- 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-oriented focus
- SAP knowledge is preferable
Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.
As an equal opportunity employer, Bucks and Berks Recruitment is committed to the 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 strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
