B2C Customer Services Agent – Marlow

About the role

Join the UK Operations Team as a B2C Customer Services Agent and become the frontline voice for our customers. Based in our modern Marlow office, you will handle enquiries, orders and complaints through phone and digital channels, ensuring a seamless experience for our consumers.

Key responsibilities

• Answer customer calls and electronic enquiries via the internal Contact Centre solution and CRM.
• Process order status updates, delivery tracking queries and return requests.
• Log all interactions, actions and resolutions in the CRM system.
• Escalate complex complaints to the appropriate internal stakeholders.
• Provide feedback on service processes and suggest improvements.
• Collaborate with Sales, Marketing, Logistics and After‑Sales teams to resolve issues.
• Perform ad‑hoc duties as required.

Required profile

• Previous experience in a customer service environment (beneficial).
• Strong empathy, communication and adaptability.
• Self‑motivated, enthusiastic and able to work independently.
• Excellent written communication and data‑entry skills.
• Good time‑management and organisational abilities.

Required skills

• Excel
• SAP (desirable)
• Salesforce (desirable)
• CRM systems

What we offer

• Free on‑site parking.
• Non‑contractual work‑from‑home option after 3 months.
• 25 days holiday plus bank holidays.
• Private medical & dental, group life assurance.
• Annual gym allowance and product discounts.
• Employee Assistance Programme and wellbeing support.