Customer Service Assistant

About the role

Join a UK‑based marine retail business and help deliver excellent customer service across its specialist marine brands. You will be the main point of contact for customers by phone and email, handling product questions, orders, deliveries, returns and complaints.

Key responsibilities

• Manage customer enquiries received by email, including product questions, order status, returns, exchanges, refunds and stock availability.
• Answer incoming telephone calls, provide order updates, help customers identify suitable products and handle delivery enquiries.
• Handle customer complaints calmly, investigate issues, liaise with colleagues, suppliers or couriers and agree appropriate solutions.
• Support order and delivery processes: track orders, investigate delayed or missing parcels, liaise with couriers and resolve incorrect or damaged deliveries.
• Provide product support by locating items on the website, checking specifications and directing technical queries to specialists.
• Assist with returns, refunds and exchanges, explain processes, check status of returned items and follow up on refunds.

Required profile

• Proven experience in a customer‑facing role handling email and telephone enquiries.
• Excellent written and spoken English with a professional, friendly tone.
• Strong problem‑solving and organisational skills, able to manage multiple enquiries simultaneously.
• Ability to work independently in a fully remote environment and communicate effectively with a wider team.
• Calm under pressure, especially when dealing with complaints or difficult situations.

Required skills

• Microsoft Outlook
• Microsoft 365 applications
• Order management and e‑commerce systems
• CRM / customer service platforms
• Courier tracking systems
• Internal communication and note‑taking tools