Customer Service Representative

Location: Wokingham

Salary: £27,000-£30,000 Hours: Monday to Friday, 9am-5pm (office based)

Role Overview

As a Customer Service Representative, you will be the first point of contact for our customers, ensuring every interaction is handled professionally, efficiently, and with care. You will support customers with enquiries related to products, orders, payments, and account issues, helping to maintain my clients reputation for excellent service.

Key Responsibilities

Respond to customer enquiries via email, live chat, phone, and social media in a timely and professional manner

Process customer orders accurately and efficiently, ensuring all details are correct prior to fulfilment

Monitor and manage the full order lifecycle, from placement through to completion

Assist customers with digital gift card purchases, redemptions, and troubleshooting

Investigate and resolve customer issues, including payment queries, order discrepancies, and delivery problems

Escalate complex or unresolved issues to the appropriate internal teams when required

Maintain accurate records of customer interactions and orders using CRM and order management systems

Proactively identify opportunities to improve customer experience and internal processes

Ensure all interactions align with company brand tone and service standards

Support peak trading periods and promotions, ensuring service levels are maintained

Skills & Experience

Previous experience in a customer service or support role

Daily use of Excel (Vlookups and Pivot Tables)

Strong written and verbal communication skills

Confident using computer systems, CRM tools, and digital platforms

Excellent problem-solving skills with a calm and professional approach

Ability to manage multiple enquiries and prioritise workload effectively

Experience working in a fast-paced, customer-focused environment

Personal Attributes

Customer-focused with a genuine desire to help others

Confident communicator and team player

Detail-oriented and highly organised

Resilient and adaptable during busy periods