Customer Service Executive

Silver Planet Group; Marlow; On-site; GBP 20,000 - 28,000; Full time

Job summary

A leading organization in Marlow is seeking a Customer Service Representative to manage customer interactions and orders. The role requires experience in B2C environments, strong communication skills, and knowledge of CRM systems. Benefits include a hybrid working model, 25 days holiday, and private medical insurance.

Benefits

25 days holiday

Private medical insurance

Hybrid working model

Qualifications

• Proven experience in a B2C customer service role.
• Knowledge of CRM systems.
• Self-motivated and passionate about delivering excellent customer service.

Responsibilities

• Handle customer interactions via telephone or electronic channels.
• Manage customer orders according to internal sales processes.
• Respond promptly to customer inquiries.

Skills

Customer Service

CRM Knowledge

Communication Skills

Analytical Skills

Data Entry

Tools

SAP

Salesforce

Job description

Job Opportunity: Customer Service Representative in Marlow

An exciting opportunity has arisen to join our client, a leading organisation in Marlow, home to some of the most well-known brands in the UK.

Benefits include: fantastic benefits, working hours from 9am to 5pm, Monday to Friday, 25 days holiday, and private medical insurance.

We are seeking a confident, customer-focused, and enthusiastic individual with previous experience in customer service or call centres. The ideal candidate will be accustomed to handling high volumes of inbound calls and emails in a B2C environment and have experience working with a product (not a service). Experience with SAP or Salesforce is highly advantageous.

Work Arrangement: Hybrid working model - 2 days at home and 3 days in the office.

Key Responsibilities:

• Handle customer interactions via telephone or electronic channels using internal Contact Centre and CRM systems.
• Manage customer orders according to internal sales processes.
• Respond promptly to general and order-specific customer inquiries.
• Process return requests efficiently.
• Provide updates on order status and delivery tracking.
• Log all interactions, including calls, inquiries, orders, complaints, and returns, within the CRM system for case management.
• Manage complex customer complaints and escalate issues appropriately.
• Provide feedback on customer service processes and suggest improvements.
• Coordinate with internal teams and third-party stakeholders, including Sales, Marketing, Logistics, and After Sales Support, to resolve queries.

Skills and Experience:

• Proven experience in a B2C customer service role.
• Knowledge of CRM systems.
• Self-motivated, passionate, and enthusiastic about delivering excellent customer service.
• Excellent verbal and written communication skills.
• Strong ability to handle challenging customer complaints, with good data entry, typing, and analytical skills.
• Experience with SAP and Salesforce is highly desirable.

Please note that only suitable candidates based on experience, training, and skills will be contacted. Unsuccessful applications will not be retained beyond 30 days.

As an equal opportunity employer, Bucks and Berks Recruitment is committed to diversity and inclusion, encouraging applicants from all backgrounds to apply.