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KINGSGATE RECRUITMENT
B2C Customer Service And Complaints
Job summary
A leading luxury manufacturer is seeking a B2C Customer Service and Complaints specialist for their Reading location. The role involves managing customer enquiries, resolving complaints, and ensuring a high standard of service. Candidates should have experience in a customer service capacity, ideally within luxury brands, and possess strong communication and problem-solving skills.
Qualifications
- Proven experience in B2C customer service or complaints role.
- Strong communication and interpersonal skills.
- Excellent problem-solving abilities and attention to detail.
Responsibilities
- Handle incoming customer enquiries and complaints via various channels.
- Investigate and resolve complex cases in line with company policy.
- Maintain accurate records of all interactions using CRM systems.
Skills
Tools
- Market leading International Business
- A supportive team environment
About Our Client
B2C Customer Service and Complaints, Reading: The client is an iconic European luxury manufacturer, known worldwide for its high-performance, distinctive design, and commitment to engineering excellence. With a rich heritage and a forward-thinking approach to innovation and sustainability, the brand is a symbol of quality, precision, and customer dedication.
Job Description
B2C Customer Service and Complaints, Reading:
Handle incoming customer enquiries and complaints via phone, email, and digital channels.
Investigate and resolve complex cases efficiently, in line with company policy and FCA regulations.
Act as the customer's advocate, ensuring a positive and empathetic experience at every stage.
Liaise with internal departments and external partners to coordinate solutions.
Maintain accurate records of all interactions and case resolutions using CRM systems.
Provide feedback and insight to help enhance products, services, and processes.
Support continuous improvement initiatives within the customer service function.
Represent the brand with professionalism, discretion, and a passion for quality.
The Successful Applicant
B2C Customer Service and Complaints, Reading:
Proven experience in a B2C customer service or complaints role, ideally within luxury or a premium consumer brand.
Strong communication and interpersonal skills, with the ability to handle sensitive issues calmly and professionally.
Excellent problem-solving abilities and attention to detail.
Confident in managing complex cases and negotiating resolutions.
Skilled in using CRM software and digital communication tools.
Customer-focused mindset with a natural ability to build rapport and trust.
Highly organised with the ability to manage a varied workload under pressure.
Knowledge of FCA regulations and customer rights is advantageous.
You will be able to work a weekend once a month/once every 4 weeks.
What's on Offer
Salary of circa £26,000 - £27,000 dependant upon experience.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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