Ecommerce Customer Service Agent - Marlow, United Kingdom - Trinity Resource Solutions

Trinity Resource Solutions

Verified Company

Marlow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

E-Commerce Customer Services Agent - Operations Team

Key Responsibilities:

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
Support with order status updated and delivery tracking queries
Effectively manage calls, enquiries, orders, complaints 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 thirdparty stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries
Carry out other adhoc duties as required from time to time

Skills Required:

Previous experience within a Customer Service Ecommerce position is essential
Knowledge of CRM systems
Understanding of relevant legislation including Consumer Rights Act and Distance Selling Regulations
A selfmotivated, 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
Strong Ms Office Skills
Excellent time management and goal orientated focus
SAP knowledge is preferable

Customer Service Manager