Customer Service Advisor (B2C)

Cactus Search; Marlow; Hybrid; GBP 40,000 - 60,000; Full time

Job description

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 for 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-oriented 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.