Customer Service Representative

Mulberry Recruitment; Wokingham; On-site; GBP 27,000 - 30,000; Full time

Job summary

A recruitment agency is seeking a Customer Service Representative located in Wokingham. You will be the first point of contact for customers, assisting with product inquiries, orders, payments, and account issues. The ideal candidate has prior customer service experience, strong communication skills, and is proficient in Excel. This role is office-based, Monday to Friday, providing an opportunity to enhance customer interactions and support service excellence.

Qualifications

• Previous experience in a customer service or support role.
• Strong written and verbal communication skills.
• Ability to manage multiple enquiries and prioritise effectively.

Responsibilities

• Respond to customer enquiries via various channels.
• Process customer orders and manage the order lifecycle.
• Investigate and resolve customer issues efficiently.

Skills

Customer service experience

Excel (Vlookups and Pivot Tables)

Written and verbal communication skills

Problem-solving skills

Ability to manage multiple enquiries

Job description

Customer Service Representative
Location: Wokingham
Salary: £27,000-£30,000
Hours: Monday to Friday, 9am-5pm (office based)

Role Overview

As a Customer Service Representative, you will be the first point of contact for our customers, ensuring every interaction is handled professionally, efficiently, and with care. You will support customers with enquiries related to products, orders, payments, and account issues, helping to maintain my clients reputation for excellent service.

Key Responsibilities

• Respond to customer enquiries via email, live chat, phone, and social media in a timely and professional manner
• Process customer orders accurately and efficiently, ensuring all details are correct prior to fulfilment
• Monitor and manage the full order lifecycle, from placement through to completion
• Assist customers with digital gift card purchases, redemptions, and troubleshooting
• Investigate and resolve customer issues, including payment queries, order discrepancies, and delivery problems
• Escalate complex or unresolved issues to the appropriate internal teams when required
• Maintain accurate records of customer interactions and orders using CRM and order management systems
• Proactively identify opportunities to improve customer experience and internal processes
• Ensure all interactions align with company brand tone and service standards
• Support peak trading periods and promotions, ensuring service levels are maintained

Skills & Experience

• Previous experience in a customer service or support role
• Daily use of Excel (Vlookups and Pivot Tables)
• Strong written and verbal communication skills
• Confident using computer systems, CRM tools, and digital platforms
• Excellent problem-solving skills with a calm and professional approach
• Ability to manage multiple enquiries and prioritise workload effectively
• Experience working in a fast-paced, customer-focused environment

Personal Attributes

• Customer-focused with a genuine desire to help others
• Confident communicator and team player
• Detail-oriented and highly organised
• Resilient and adaptable during busy periods