At a Glance
- Tasks: Engage with customers via phone and email, managing orders and resolving inquiries.
- Company: Join a dynamic e-commerce team focused on enhancing customer shopping experiences.
- Benefits: Enjoy 25 days holiday, private medical insurance, gym allowance, and more perks!
- Other info: Flexible working hours and a commitment to inclusivity for all applicants.
- Why this job: Be part of a supportive culture that values customer service and teamwork.
- Qualifications: Experience in customer service is essential; familiarity with CRM systems is a plus.
The predicted salary is between 20800 - 36400 £ per year.
E-commerce Customer Services Agent - Marlow - £26K
Permanent
Full Time, Monday-Friday 9am-5pm
Are you a customer service superstar with a passion for e-commerce? Do you thrive in a fast-paced environment and love connecting with people? If so, we have an exciting opportunity for you to join our Operations Team as an E-commerce Customer Services Agent!
About the Role:
As a vital member of our UK Operations Team, you\'ll be the first point of contact for our customers, delivering exceptional service and support. You will report directly to the E-commerce Customer Services Team Leader and play a key role in enhancing our customers\' shopping experience.
Key Responsibilities:
- Engage directly with customers via phone and email using our internal Contact Centre Solution and CRM systems.
- Manage customer orders in line with our internal sales order process.
- Respond efficiently to a variety of customer inquiries-both general and order-specific.
- Handle return requests and ensure all relevant systems are updated according to company procedures.
- Provide timely order status updates and assist with delivery tracking queries.
- Manage calls, complaints, and returns while logging all actions in our CRM system for effective case management.
- Tackle complex customer complaints and escalate them to the appropriate stakeholders for swift resolutions.
- Collaborate with internal and third-party stakeholders, including Sales and Marketing, Logistics, and After Sales Support, to resolve queries.
- Carry out additional ad-hoc duties as required to support the team.
Skills Required:
- Proven experience in a customer service role-ideally within the B2C sector and consumer goods.
- Familiarity with CRM systems; experience with Salesforce is highly desirable but not essential.
- Understanding of relevant legislation, including the Consumer Rights Act and Distance Selling Regulations.
- A self-motivated, passionate, and enthusiastic approach to providing outstanding customer service.
- Excellent verbal and written communication skills, with a knack for resolving challenging customer complaints.
- Strong data entry, typing, and analytical skills.
- Proficiency in MS Office.
- Knowledge of SAP and Genesys is a plus.
- Exceptional time management skills and a goal-oriented focus.
Our current benefits are as below, many of which are available on successful completion of first 3 months of service within the role:
- Pension Contributions: Employer 5% of basic salary, subject to employee 4% contribution
- Access to the company\'s Benefits Hub, our benefits platform to support enrolments
- Private Medical Insurance: Employee Single Cover
- Private Dental Insurance: Employee Single Cover
- 25 days holiday + bank holidays, pro-rated based on your start date in the year
- Group Life Assurance Benefits: 4 X Employee Annual salary, subject to changes based on scheme provisions and renewals
- Discounted products, available to buy from our Friends and Family Webshop
- Gym Allowance of up to £300 annual on submission of a claim
- Support towards eyesight tests and glasses for DSE use, on submission of claims
- Employee Assistance Helpline for employees to access 24X7
- Onsite Office facilities: Free refreshments, weekly fruit baskets, wellbeing room, free parking
How to Apply:
If you\'re enthusiastic about providing excellent customer service and meet the qualifications listed above, we\'d love to see your application! Join our team and help us create amazing experiences for our customers.
Let\'s make shopping a breeze together! Apply now to embark on your new career journey with us!
Adecco is a disability- confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
#J-18808-LjbffrCall Centre Agent in London employer: Adecco
Join our dynamic team in Marlow as an E-commerce Customer Services Agent, where you'll enjoy a supportive work culture that prioritises employee wellbeing and growth. With competitive benefits including private medical and dental insurance, generous holiday allowance, and a gym allowance, we are committed to fostering a rewarding environment for our staff. Embrace the opportunity to enhance your customer service skills while contributing to a vibrant e-commerce landscape, all within a company that values inclusivity and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Agent in London
✨Tip Number 1
Familiarise yourself with the e-commerce landscape and the specific products or services offered by StudySmarter. This knowledge will help you engage more effectively with customers and demonstrate your passion for the industry during any interviews.
✨Tip Number 2
Practice your communication skills, especially in handling customer complaints. Role-playing different scenarios with a friend can help you feel more confident and prepared to tackle challenging situations that may arise in the role.
✨Tip Number 3
Get comfortable with CRM systems, particularly Salesforce if possible. There are many online tutorials and resources available that can help you learn the basics, which will be beneficial when discussing your technical skills in an interview.
✨Tip Number 4
Showcase your time management skills by preparing examples of how you've successfully handled multiple tasks or priorities in previous roles. This will highlight your ability to thrive in a fast-paced environment, which is crucial for this position.
We think you need these skills to ace Call Centre Agent in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your customer service experience, especially in e-commerce or B2C roles. Use specific examples that demonstrate your ability to handle inquiries and resolve complaints effectively.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service and e-commerce. Mention why you are excited about the role and how your skills align with the company's needs. Be sure to address the key responsibilities outlined in the job description.
Highlight Relevant Skills:In your application, emphasise your familiarity with CRM systems, particularly if you have experience with Salesforce. Also, mention your strong communication skills and any relevant legislation knowledge, such as the Consumer Rights Act.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at Adecco
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you successfully resolved customer issues. Highlight your ability to handle complaints and provide exceptional service, as this role heavily relies on these skills.
✨Familiarise Yourself with CRM Systems
Even if you haven't used Salesforce specifically, understanding how CRM systems work is crucial. Brush up on your knowledge of CRM functionalities and be ready to discuss how you've used similar systems in previous roles.
✨Understand the E-commerce Landscape
Research the company’s e-commerce operations and be prepared to discuss trends in online shopping. Showing that you understand the industry will demonstrate your enthusiasm and readiness for the role.
✨Practice Effective Communication
Since excellent verbal and written communication skills are essential, practice articulating your thoughts clearly. Consider conducting mock interviews or role-playing scenarios to enhance your confidence in handling customer inquiries.
