Customer Services Agent

Join Our Team as a B2C Customer Services Agent and Elevate Your Career! 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 work within the fast-paced Operations department, supporting the dynamic Customer Service, Business to Consumer team. You'll be based in the 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. Handle and respond efficiently to all general and order-specific direct customer enquiries. Manage return requests effectively while ensuring all relevant systems are updated according to company procedures. Support 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. Manage complex customer complaints and escalate them to the right stakeholders to support resolutions. Provide feedback on customer service process efficiency and areas of improvement. Communicate and coordinate with internal and third-party stakeholders including 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? Exciting Benefits: Free on-site parking at the office. Non-contractual work from home option ideally after successful completion of first 3 months of employment. 25 days holiday plus bank holidays. Private Medical & Dental Insurance. Group Life Assurance Benefits. Annual Gym Allowance. Discounted Milwaukee and Ryobi products. Access to TTi Benefits Hub with discounts from many high street retailers. Support towards Eye Sight Tests for DSE use. On-site third-party restaurant and coffee shop in offices. Employee Wellbeing: Employee Assistance Programme with confidential 24/7 helpline. Skills Required: Previous experience within a Customer Service environment is beneficial. Willingness to learn and passion for delivering excellent customer service. Good empathy and communication skills with ability to adapt according to customer situations. Self-motivated, passionate and enthusiastic approach. Strong written communication skills and data entry abilities. Computer literate with good understanding of Excel and CRM systems. Good time management and organisational skills. SAP and Salesforce knowledge is desirable but not essential.