Customer Service Representative

3 days ago

Marlow, United Kingdom Bucks & Berks Recruitment PLC Full time

About the Role:

This B2C Customer Service position is an exciting opportunity to join our client, a leading organisation, in the UK market.

As a key member of the team, you will be responsible for delivering exceptional customer service through various communication channels, including telephone and electronic means.

You will manage direct customer orders, handle enquiries, and resolve complaints efficiently, while working closely with internal stakeholders to provide seamless support.

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.
  • Manage return requests effectively.
  • 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 complex customer complaints and escalate them 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, including 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 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 and Salesforce knowledge is highly desirable.

About Us:

Bucks and Berks Recruitment PLC is an equal opportunities employer committed to diversity and inclusion. We aspire to create a workplace that reflects the diversity of our community and welcomes candidates from a wide range of backgrounds.

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