E-commerce Customer Services Agent

Adecco; Marlow; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency is looking for an E-commerce Customer Services Agent to join their Operations Team in Marlow. You will be the first point of contact for customers, managing inquiries, and enhancing the shopping experience. The ideal candidate has proven customer service experience and strong communication skills. This full-time position comes with competitive benefits and opportunities for growth.

Benefits

Pension Contributions

Private Medical Insurance

25 days holiday

Gym Allowance

Employee Assistance Helpline

Qualifications

• Proven experience in a customer service role.
• Excellent communication skills and the ability to resolve complaints.
• Self-motivated and enthusiastic approach to customer service.

Responsibilities

• Engage directly with customers via phone and email.
• Manage customer orders and respond to inquiries.
• Collaborate with internal and external stakeholders to resolve issues.

Skills

Customer service experience

Familiarity with CRM systems

Verbal and written communication

Time management skills

Proficiency in MS Office

Tools

Salesforce

SAP

Genesys

Job description

Join Our Team as an E-commerce Customer Services Agent!

Location: Marlow

Contract Type: Permanent

Working Pattern: Full Time

Are you a customer service superstar with a passion for e-commerce? Do you thrive in a fast-paced environment and love connecting with people? If so, we have an exciting opportunity for you to join our Operations Team as an E-commerce Customer Services Agent!

About the Role:

As a vital member of our UK Operations Team, you'll be the first point of contact for our customers, delivering exceptional service and support. You will report directly to the E-commerce Customer Services Team Leader and play a key role in enhancing our customers' shopping experience.

Key Responsibilities:

• Engage directly with customers via phone and email using our internal Contact Centre Solution and CRM systems.
• Manage customer orders in line with our internal sales order process.
• Respond efficiently to a variety of customer inquiries-both general and order-specific.
• Handle return requests and ensure all relevant systems are updated according to company procedures.
• Provide timely order status updates and assist with delivery tracking queries.
• Manage calls, complaints, and returns while logging all actions in our CRM system for effective case management.
• Tackle complex customer complaints and escalate them to the appropriate stakeholders for swift resolutions.
• Collaborate with internal and third-party stakeholders, including Sales and Marketing, Logistics, and After Sales Support, to resolve queries.
• Carry out additional ad-hoc duties as required to support the team.

Skills Required:

• Proven experience in a customer service role-ideally within the B2C sector and consumer goods.
• Familiarity with CRM systems; experience with Salesforce is highly desirable but not essential.
• Understanding of relevant legislation, including the Consumer Rights Act and Distance Selling Regulations.
• A self-motivated, passionate, and enthusiastic approach to providing outstanding customer service.
• Excellent verbal and written communication skills, with a knack for resolving challenging customer complaints.
• Strong data entry, typing, and analytical skills.
• Proficiency in MS Office.
• Knowledge of SAP and Genesys is a plus.
• Exceptional time management skills and a goal-oriented focus.

Our current benefits are as below, many of which are available on successful completion of first 3 months of service within the role:

• Pension Contributions: Employer 5% of basic salary, subject to employee 4% contribution
• Access to the company's Benefits Hub, our benefits platform to support enrolments
• Private Medical Insurance: Employee Single Cover
• Private Dental Insurance: Employee Single Cover
• 25 days holiday + bank holidays, pro-rated based on your start date in the year
• Group Life Assurance Benefits: 4 X Employee Annual salary, subject to changes based on scheme provisions and renewals
• Discounted products, available to buy from our Friends and Family Webshop
• Gym Allowance of up to 300 annual on submission of a claim
• Support towards eye sight tests and glasses for DSE use, on submission of claims
• Employee Assistance Helpline for employees to access 24X7
• Onsite Office facilities: Free refreshments, weekly fruit baskets, wellbeing room, free parking

How to Apply:

If you're enthusiastic about providing excellent customer service and meet the qualifications listed above, we'd love to see your application! Join our team and help us create amazing experiences for our customers.

Let's make shopping a breeze together! Apply now to embark on your new career journey with us!

Adecco is a disability- confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.