Customer Service Agent

Do you take pride in delivering outstanding customer support? Do you enjoy finding solutions the first time round?

If so, we have a great opportunity for you.

We have an exciting opportunity for the right candidates to join our busy Consumer Direct Services Team as a Customer Service Agent.

We are looking for enthusiastic individuals with a passion for offering excellent Customer Service. The ideal candidates will be capable and comfortable handling direct customer communications across phone calls and emails.

Our Customer Service Agents provide support and Customer Service for many different businesses. This role involves handling a mixture of telephone calls and emails.

Day-to-day work will span inbound/outbound calls, placing orders, providing tracking details, chasing orders via various marketplace platforms (Amazon & eBay), and dealing with enquiries from the general public via email.

The majority of the workload will be phone-based and talking to the public, so the enthusiastic candidates will need to communicate professionally and positively. You will use your attention to detail and customer focus to take ownership of your work, guide and assist customers, and achieve the best possible outcome.

The ideal candidate will also:

• Achieve and maintain an excellent working relationship with the team.
• Adhere to all SLAs (Service Level Agreements) set by the CDS manager and its customers.
• Liaise with other departments within the business.
• Follow and abide by GDPR (General Data Protection Regulation).
• Handle ad-hoc duties as required.

We would welcome applications for these Customer Service Agent roles from candidates with any of the following skills: administration, telephony, Excel, Microsoft Office, emails, Customer Service, IT literate, customer support, SLAs, GDPR, compliance, inbound, outbound, order processing, as a Customer Service advisor, Customer Service Agent, Customer Service representative or in a similar role.

Additional Information

We are recruiting across two different shifts:

Weekdays: Monday - Friday - 37.5 hours per week

This is an office-based role within our Eastbourne facility. Full training will be provided. Some bank holidays may be required as part of this Customer Service Agent role.

If the applicant is successful, they will be required to provide a DBS check.

Essential Skills

• A capable multi-tasker who is self-motivated and keen to improve
• Excellent communication skills, both verbal and written. Adaptable to various situations that could occur during customer communications or within the office environment, whilst remaining calm and focused throughout
• Confident talking to customers on the telephone
• Good knowledge of Microsoft Office, with particular knowledge of Outlook, Word, and Excel
• Excellent attention to detail
• Ability to take ownership of queries and respond within a timely manner
• Comfortable working to your initiative, but also know when to escalate issues
• Flexibility and willingness to adapt where necessary to help the wider team
• Resilience with the ability to problem-solve

Desirable Skills

Previous experience working within an office environment would be an advantage.

About Company

Gardners is one of the world's largest wholesalers of British books, entertainment products, and eBooks.

Based primarily from our Eastbourne premises, we are proud to be a family-run business with our staff at the very heart of what we do.

Our departments and teams' combined efforts ensure we offer a first-class service to our global customer base, combined with a fast delivery service.

At Gardners, we recognise that our people are our strength, and the diverse talents they bring to our collaborative workforce are directly linked to our success. We are an equal opportunities employer and place a high value on diversity and inclusion across all departments.