B2C E-commerce Customer Services Agent

E-commerce Customer Services AgentLocation: Marlow (Office Based) Job Type: Full-Time, Permanent Department: OperationsThe RoleWe 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 ResponsibilitiesRespond 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, ..... full job details .....