Customer Service Executive

Silver Planet Group; Marlow; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading organization in Marlow is looking for a Customer Service Executive to join their team. This full-time role offers a hybrid working model with fantastic benefits, including 25 days of holiday and private medical. The ideal candidate will have B2C experience and be confident in managing customer inquiries and complaints effectively.

Benefits

25 days holiday

Private medical insurance

Qualifications

• Previous experience in a B2C customer service role is essential.
• Knowledge of CRM systems required.
• Strong verbal communication skills and experience managing customer complaints.

Responsibilities

• Manage customer orders and inquiries via phone and email.
• Handle customer complaints and escalate as necessary.
• Provide feedback on service efficiency and areas for improvement.

Skills

Customer Focus

Communication Skills

Data Entry

Analytical Skills

Tools

CRM Systems

SAP

Salesforce

Job description

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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!

Fantastic benefits, lovely working hours - 9am - 5pm Mon to Fri, plus 25 days holiday and private medical.

We are looking for someone confident, customer focused and enthusiastic with previous experience in customer services or a call centre, used to working with a high volume of inbound calls and emails in a B2C environment. Must also have experience working with a product (not a service).

Experience in SAP or Salesforce highly advantageous.

HYBRID WORKING - 2 days at home and 3 in the office!

This is a B2C customer service role and B2C experience is required.

Duties include

• 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 the complex customer complaints and escalate it 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 stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries
  
  

Skills/Experience

• Previous experience within a B2C 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 with experience of dealing with challenging customer complaints Strong data entry, typing and analytical skills
• SAP and Salesforce knowledge is highly desirable
  
  

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.

As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Administrative and Support Services

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