Overview
Our client needs your experience in an Ecommerce environment to support their Direct to Consumer team to deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems
Key Responsibilities:
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
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
SAP knowledge is preferable
Job Types: Full-time, Permanent
Salary: £22,000.00-£24,000.00 per year
