E-commerce Customer Care Agent - Own & Resolve Orders

Trinity Resource Solutions; Marlow; On-site; GBP 22,000 - 28,000; Full time

Job summary

Trinity Resource Solutions in Marlow is seeking an energetic E-commerce Customer Service Agent to join our UK Operations team. You will handle orders, returns and inquiries, guiding customers from start to finish and maintaining CRM records.

The ideal candidate is customer-focused, communicates well by phone and email, and can navigate multiple systems with accuracy. Experience in customer service is a plus and Excel is useful for daily tasks.

Qualifications

• Customer-focused and genuinely helpful in interactions.
• Confident communicator by phone and in writing.
• Empathetic, adaptable communication style.
• Organised, self-motivated with multi-enquiry handling.
• Accurate data entry and CRM usage.
• Proficient with Excel and common IT tools.
• Good problem-solver with ownership of issues.
• Willing to learn and develop professionally.
• Customer service experience is beneficial; SAP/Salesforce is a bonus.

Responsibilities

• Handle customer enquiries by phone and electronically.
• Respond to general and order-specific queries.
• Manage returns and refunds and keep systems updated.
• Provide order status and delivery tracking information.
• Manage calls, orders, complaints and cases in CRM.
• Own more complex complaints and escalate appropriately.
• Collaborate with Sales, Marketing, Logistics, After Sales Support.
• Record interactions and actions accurately.
• Identify ways to improve the customer service process.
• Support wider Operations with ad-hoc tasks.

Skills

Customer service

E-commerce

Order management

CRM systems

Phone & written comms

Excel

Data entry

Problem solving

Multitasking

Tools

SAP

Salesforce

Job description

Trinity Resource Solutions in Marlow is seeking an energetic E-commerce Customer Service Agent to join our UK Operations team. You will handle orders, returns and inquiries, guiding customers from start to finish and maintaining CRM records.

The ideal candidate is customer-focused, communicates well by phone and email, and can navigate multiple systems with accuracy. Experience in customer service is a plus and Excel is useful for daily tasks.