Customer Service Advisor




Call Centre Representative, Call Centre/Customer Service


£21,000 to £23,000 Per Annum


High Wycombe

Contract Type:


Date Posted:

21/05/2021 17:38:00

An excellent opportunity to work for a leading brand within the FMCG sector , my client are looking for a E commerce Customer Service advisor to work as part of their newly created E commerce team , you will be responsible for placing customer orders , dealing with enquires and offering a first class service within the inbound contact centre .

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 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

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 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
  • Strong Ms Office Skills
  • Excellent time management and goal orientated focus
  • SAP knowledge is preferable

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.