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An exciting opportunity has arisen to join our client, a leading organisation, in Marlow, home to some of the most well known brands in the UK!
Fantastic benefits, lovely working hours - 9am - 5pm Mon to Fri, plus 25 days holiday and private medical.
We are looking for someone confident, customer focused and enthusiastic with previous experience in customer services or a call centre, used to working with a high volume of inbound calls and emails. Experience in SAP or Salesforce highly advantageous.
You will also have experience of working for a company selling a product rather than a service.
HYBRID WORKING - 2 days at home and 3 in the office!
This is a B2C customer service role and B2C experience is required.
Duties include
- Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems
- Manage all direct customer orders as per the internal sales order process
- Handle and respond efficiently to all general and order specific direct customer enquiries
- Manage return requests effectively
- Support with order status updates and delivery tracking queries
- Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management
- Effectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutions
- Provide feedback on the efficiency of the customer service process and areas of improvement
- Communicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries
Skills/Experience
- Previous experience within a Customer Service position is essential
- Knowledge of CRM systems
- A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and written
- Outstanding verbal communication skills and with experience of dealing with challenging customer complaints Strong data entry, typing and analytical skills
- Professional and empathetic approach to resolving issues
- Strong MS Office Skills
- Excellent time management and goal orientated focus
- SAP and Salesforce knowledge is highly desirable
Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.
As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
