Customer Service Agent – E‑commerce (Full‑time)

About the role

We are seeking a friendly, customer‑focused E‑commerce Customer Service Agent to join our Operations team in Marlow. As the first point of contact, you will handle enquiries, orders, returns and product queries across phone, email and our CRM system, ensuring a smooth experience for every shopper.

Key responsibilities

• Respond to customer enquiries via phone, email and CRM platforms.
• Assist customers with orders, returns, refunds and delivery updates.
• Resolve complaints professionally and escalate complex issues when needed.
• Maintain accurate customer records and case notes.
• Collaborate with Sales, Marketing, Logistics and After‑Sales Support teams.
• Identify opportunities to improve the customer experience and service processes.

Required profile

• Previous customer service experience (preferred).
• Excellent communication and relationship‑building abilities.
• Positive, empathetic and customer‑first attitude.
• Strong organisational skills with attention to detail.
• Motivated, eager to learn and comfortable in a fast‑paced environment.

Required skills

• Microsoft Excel
• CRM systems
• SAP (advantageous)
• Salesforce (advantageous)

What we offer

• Supportive team environment where you can make a real impact.
• Opportunities for career development within a growing e‑commerce business.
• Full‑time permanent role based in an office in Marlow.