Customer Service Advisor

Pertemps; Marlow; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading company in Marlow seeks an experienced Customer Service Advisor to join their team on a permanent basis. The role involves engaging with customers, processing orders, and delivering exceptional service in a hybrid working model that offers the flexibility of working from home. Ideal candidates will possess strong communication skills, a background in customer service, and experience with CRM systems.

Benefits

Free on-site parking

25 days holiday plus bank holidays

Private Medical & Dental Insurance

Group Life Assurance Benefits

Annual Gym Allowance

On-site restaurant and coffee shop

Qualifications

• Previous experience in a B2C Customer Service role is essential.
• Knowledge of CRM systems and order processing required.
• Excellent communication skills in oral and written form.

Responsibilities

• Engage with customers via phone, internal Contact Centre, and CRM systems.
• Oversee and process customer orders following the internal sales order procedure.
• Resolve complex customer complaints and escalate issues as necessary.

Skills

Communication

Customer Service

Time Management

Problem Solving

Empathy

Tools

SAP

Salesforce

CRM systems

MS Office

Job description

We are seeking an experienced Customer Service Advisor with an Office/Contact Centre background to join our successful client on a permanent basis. The role is based in Marlow with a Hybrid working model.

Working Hours: Hybrid working after a successful 3-month onboarding period. 2 days WFH, 3 days in the office. 9 – 5, Monday to Friday.

Duties:

• Engage with customers via phone, internal Contact Centre, and CRM systems.
• Oversee and process customer orders following the internal sales order procedure.
• Respond promptly to general and order-specific customer inquiries.
• Manage return requests efficiently, updating systems according to 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.
• Resolve complex customer complaints and escalate issues when necessary.

Experience:

• Previous experience in a B2C Customer Service role 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-oriented focus.
• Knowledge of SAP and Salesforce is highly desirable.

Benefits:

• Free on-site parking.
• 25 days holiday plus bank holidays.
• Private Medical & Dental Insurance.
• Group Life Assurance Benefits.
• Annual Gym Allowance.
• On-site restaurant and coffee shop.