Customer Service Agent

• To deliver exceptional customer service across all customer touchpoints while supporting the day-to-day operational requirements of the department. The Customer Service Agent is responsible for coordinating the investigation and resolution of all customer queries and supporting management with escalated customer matters. The role oversees returns, exchanges, refunds, warranty processes, and customer assessments, while acting as a key liaison between Customer Service, Ecommerce, Finance, Stores, and Warehouse Operations to ensure efficient issue resolution, SLA adherence, and a seamless customer experience.

Ingredients: Key Responsibilities
Operational Customer Experience & Order Management

• Receive and respond to customer queries, complaints, escalations, returns, exchanges, refunds, and warranty-related requests in line with company policies, service standards, and agreed SLAs.
• Resolve customer enquiries and complaints professionally, implementing appropriate follow-up actions to achieve timely and satisfactory outcomes.
• Act as a key liaison between Customer Service, Ecommerce, Warehouse Operations, Stores, and Finance to facilitate the resolution of customer issues and fulfilment exceptions.
• Liaise with Warehouse Operations regarding e-commerce order cancellations and fulfilment-related matters.
• Monitor customer orders and proactively identify risks that may impact service levels, customer satisfaction, or order fulfilment timelines.
• Source products and identify stockists where required to support customer needs and retention.

Returns, Exchanges & Refund Oversight

• Assist with the administration and oversight of the physical returns, exchanges, and refund process from receipt to resolution.
• Process returns, exchanges, credits, and refunds accurately within Microsoft Dynamics 365 (D365), ensuring compliance with company procedures and controls.
• Support the monitoring and processing of in-store refunds, including reconciliation within D365.
• Maintain accurate records and supporting documentation relating to returns, exchanges, refunds, and warranty claims.
• Coordinate replacement orders, credits, exchanges, and customer communications throughout the resolution process.

Customer Experience Risk Management

• Monitor stock availability, fulfilment constraints, and operational issues that may affect order SLAs.
• Identify and escalate potential service risks, stock shortages, fulfilment bottlenecks, and process failures to minimise customer impact and SLA breaches.
• Work collaboratively with Ecommerce, Warehouse, and Store Operations teams to implement corrective actions and improve service delivery.
• Recommend solutions to address recurring customer experience and operational challenges.

Reporting & Process Improvement

• Maintain accurate customer, order, and transaction records within CRM and D365 systems.
• Analyse recurring customer issues, service trends, and operational inefficiencies, escalating opportunities for improvement where appropriate.
• Support customer experience initiatives aimed at improving response times, resolution rates, service quality, and customer satisfaction.
• Produce and maintain accurate correspondence, reports, and records relating to customer interactions and case management.

The Perfect Blend:
What We’re Looking For

• Minimum 2-3 years' experience in a customer service, customer experience, order management, or e-commerce support environment.
• Experience using CRM systems and Microsoft Dynamics 365 (D365) or similar ERP platforms.
• Microsoft Word, Excel and Outlook to Intermediate Level
• Strong understanding of end-to-end order fulfilment, returns, exchanges, and refund processes.
• Excellent verbal and written communication skills, with a high standard of English, spelling, and grammar.
• Strong telephone etiquette, customer handling, and active listening skills.
• Sound product knowledge and the ability to confidently advise and assist customers.
• Additional languages would be advantageous