B2C E-commerce Customer Services Agent

About the role

We are looking for a proactive, customer‑focused E‑commerce Customer Services Agent to join our Operations team in Marlow. You will work in a fast‑paced online retail environment, handling enquiries, order queries, returns and complaints to ensure a seamless customer journey.

Key responsibilities

• Respond to customer enquiries via telephone, email and service platforms.
• Process order‑related queries, provide status updates and delivery tracking.
• Manage product returns and keep all systems updated according to company procedures.
• Record accurate customer interactions in CRM systems.
• Investigate and resolve complaints, escalating complex issues when necessary.
• Liaise with internal teams (Sales, Marketing, Logistics, After‑Sales) and external partners to resolve queries.
• Provide feedback for continuous improvement of service processes.
• Perform additional administrative duties as required.

Required profile

• Previous experience in a customer service or support role is advantageous.
• Strong passion for delivering exceptional service.
• Excellent verbal and written communication skills.
• Empathetic approach with the ability to adapt communication style.
• Self‑motivated, enthusiastic and able to work both independently and as part of a team.
• High attention to detail and accurate data‑entry capability.
• Organisational and time‑management skills.
• Calm and professional when handling complaints and challenging situations.

Required skills

• Microsoft Excel
• CRM systems
• SAP
• Salesforce