B2C E-commerce Customer Services Agent

E-commerce Customer Services Agent

Location: Marlow (Office Based)
Job Type: Full-Time, Permanent
Department: Operations

The Role

We are seeking a proactive and customer-focused E-commerce Customer Services Agent to join our Operations team. This is an excellent opportunity for an individual who is passionate about delivering outstanding customer service and enjoys working in a fast-paced e-commerce environment.

The successful candidate will be responsible for managing customer enquiries, order-related queries, returns, and complaints while ensuring a positive customer experience at every stage of the customer journey.

Key Responsibilities

Respond to customer enquiries via telephone, email, and customer service systems.
Handle general customer service requests and order-related queries efficiently and professionally.
Manage product returns and ensure all relevant systems are updated accurately and in line with company procedures.
Provide customers with order status updates and delivery tracking information.
Record and maintain accurate customer records, communications, and actions within CRM systems.
Investigate and manage customer complaints, escalating complex issues where appropriate to achieve a satisfactory resolution.
Liaise with internal departments and external stakeholders to resolve customer queries effectively.
Support continuous improvement by providing feedback on customer service processes and suggesting enhancements.
Work closely with teams including Sales, Marketing, Logistics, and After-Sales Support to ensure excellent customer outcomes.
Undertake additional administrative and customer service duties as required.

Skills & Experience Required

Previous experience within a customer service or customer support environment would be advantageous.
Strong passion for delivering exceptional customer service.
Excellent verbal and written communication skills.
Ability to demonstrate empathy and adapt communication styles to meet individual customer needs.
Self-motivated, enthusiastic, and able to work effectively both independently and as part of a team.
Strong attention to detail and accurate data entry skills.
Computer literate with a good working knowledge of Microsoft Office, particularly Excel.
Experience using CRM systems is desirable.
Excellent organisational and time-management skills.
Ability to remain calm and professional when handling customer complaints and challenging situations.

Desirable Skills

Experience working within an e-commerce environment.
Knowledge of SAP and/or Salesforce.
Experience handling online orders, deliveries, and returns.

What We're Looking For

The ideal candidate will be a positive and solutions-focused individual with a genuine commitment to customer satisfaction. You will be organised, adaptable, and capable of managing multiple tasks while maintaining a high standard of service and professionalism.

This is a fantastic opportunity to join a busy and supportive team where excellent customer service is at the heart of everything we do.

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