Customer Service Advisor (B2C)

TN United Kingdom; Marlow; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading company in Marlow is seeking an experienced Customer Service Advisor to join their team. This role involves engaging with customers, managing inquiries, and ensuring a high level of service. The position offers a hybrid working model after onboarding, with responsibilities including order processing and complaint resolution. Candidates should possess strong communication skills and a background in B2C customer service. Benefits include private medical insurance and an annual gym allowance.

Benefits

Free on-site parking

25 days holiday plus bank holidays

Private Medical & Dental Insurance

Group Life Assurance Benefits

Annual Gym Allowance

On-site restaurant and coffee shop

Qualifications

• Previous experience in B2C Customer Service is essential.
• Knowledge of CRM systems and order processing.

Responsibilities

• Engage with customers via phone and CRM systems.
• Manage return requests and customer inquiries efficiently.
• Resolve complex customer complaints and escalate as needed.

Skills

Communication

Time Management

Empathy

Tools

CRM

MS Office

SAP

Salesforce

Job description

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We are seeking an experienced Customer Service Advisor from a B2C background to join our successful client on a permanent basis, based in Marlow with a Hybrid working model.

Working Hours: Hybrid working after successful onboarding, which lasts 3 months. 2 days WFH, 3 days in the office. 9 – 5, Monday to Friday.

Duties:

1. Engage with customers via phone, internal Contact Centre, and CRM systems.
2. Oversee and process direct customer orders following the internal sales order procedure.
3. Respond swiftly and effectively to both general and order-specific customer inquiries.
4. Manage return requests efficiently, ensuring all relevant systems are updated per company policies.
5. Support customers with order status updates and delivery tracking concerns.
6. Handle calls, inquiries, orders, complaints, and returns, documenting all actions in the CRM system for thorough case management.
7. Resolve complex customer complaints and escalate issues to appropriate stakeholders when necessary.

Experience:

• Previous experience within a B2C Customer Service position is essential.
• Knowledge of CRM systems.
• Order processing experience.
• Excellent communication skills, both oral and written.
• Professional and empathetic approach to resolving issues.
• Strong MS Office skills.
• Excellent time management and goal-oriented focus.
• Knowledge of SAP and Salesforce is highly desirable.

Benefits:

• Free on-site parking at the office.
• 25 days holiday plus bank holidays.
• Private Medical & Dental Insurance.
• Group Life Assurance Benefits.
• Annual Gym Allowance.
• On-site 3rd party restaurant and coffee shop.