Customer Service Advisor (B2C)

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 after 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 orientated 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