We are seeking an experienced Customer Service Advisor from an Office/Contact Centre background to join our successful client on a permanent basis to be based in Marlow on a Hybrid working model. 

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

Duties:

- Engage with customers via phone and internal Contact Centre and CRM systems.
- Oversee and process direct customer orders following the internal sales order procedure.
- Respond swiftly and effectively to both general and order-specific customer inquiries.
- Manage return requests efficiently, ensuring all relevant systems are updated per company policies.
- Support customers with order status updates and delivery tracking concerns.
- Handle calls, inquiries, orders, complaints, and returns, documenting all actions in the CRM system for thorough case management.
- 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 orientated focus
• SAP and Salesforce knowledge is highly desirable

Benefits:

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