Customer Services Agent

Bucks Skills Hub; Marlow; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A dynamic customer service provider in Marlow seeks a passionate Customer Services Agent to join their UK Operations Team. In this role, you will manage customer inquiries, handle complaints, and ensure customer satisfaction through efficient communication. Previous customer service experience, knowledge of CRM systems, and compliance with consumer rights legislation are necessary to excel in this position. The company offers a supportive work environment with various employee benefits, including private medical insurance, and a flexible working arrangement after an initial period.

Benefits

Free on-site parking

Work from home option

25 days holiday

Private Medical & Dental Insurance

Employee Assistance Programme

Qualifications

• Previous experience within a Customer Service position is essential.
• Knowledge of CRM systems is a plus.
• Understanding of consumer rights legislation is preferred.
• Strong data entry and analytical skills are required.

Responsibilities

• Manage direct customer inquiries via telephone and electronically.
• Handle returns and provide order updates efficiently.
• Escalate complex customer complaints to appropriate stakeholders.
• Provide feedback for process improvement.

Skills

Customer service experience

Knowledge of CRM systems

Understanding of Consumer Rights Act

Excellent communication skills

Data entry skills

Professional approach

Job description

This job opportunity has been provided by Reed.co.uk

Customer Services Agent

Are you ready to make a difference? We're looking for a passionate Customer Services Agent to join our UK Operations Team!

As a Customer Services Agent, you'll dive into the thrilling world of our fast-paced Operations department, working within our dynamic Customer Service, Business to Consumer team. You'll be based in our stunning, modern office in Marlow, Buckinghamshire.

What You'll Do:

• 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, whilst ensuring all relevant systems are updated as per company procedures.
• 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
• Carry out other ad-hoc duties as required from time to time

Why Join Us?

• Free on-site parking at the office
• A non-contractual work from home option (ideally on successful completion of first 3 months of employment)
• 25 days holiday bank holidays
• Private Medical & Dental Insurance
• Group Life Assurance Benefits
• Discounted Milwaukee and Ryobi products
• Access to our TTi Benefits Hub which includes discounts with many high street retailers
• Support towards Eye Sight Tests for DSE use
• On-site 3rd party restaurant and coffee shop in our offices
• Employee Assistance Programme with a confidential helpline available 24/7

Skills Required:

• Previous experience within a Customer Service position is essential
• Knowledge of CRM systems
• Understanding of relevant legislation including Consumer Rights Act and Distance Selling Regulations
• 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 empathic approach to resolving issues