Customer Service Advisor

6 months ago


Peterborough, United Kingdom Electronic Cigarettes LTD Full time

**Customer Service Advisor**

Founded in 2011, Ecigwizard has grown to become one of the largest online and offline retailers in the UK. We are one of the largest stockists of electronic cigarettes and e-liquids in the UK and Europe, currently supplying more than 600 independently owned vape stores as well as over 80 private white label e-liquid clients. Added to this, we also have over 45 company-owned and franchise stores across the UK.

At Ecigwizard, we have created a business model that ensures each department within the company is able to support and complement the other. From our branding specialists and designers to our ever-growing eCommerce team, all of who ensure our products and brand are of the very best quality and delivered. Our head office is based in Peterborough where this role will be based with the option of flexible home working.

We are seeking a Customer Service Superstar to join our team

**Key Responsibilities**
- Ensuring efficient operation of the small customer service team
- Responsible for ensuring our target of 99% customer satisfaction
- Making sure customers receive the best level of service at all times
- Producing weekly topline summary reports
- Handling escalations from customers and other departments
- Taking inbound calls from consumers who will be raising enquiries and placing orders
- Processing customer orders to ensure timely dispatch
- Making and receiving calls from our B2B customers and company-owned retail stores. These enquiries will be wide-ranging including “Can I speak to my account manager”
- Responding to consumer reviews and complaints in a timely professional manner
- Work with internal teams to ensure a consistent message is delivered to customers, departments include marketing, retail and B2B
- Processing inbound returns for consumers
- Raising return/credit requests with key suppliers based on returned/faulty product

**Person specification**
- Interest in the electronic cigarette vape industry, desired but not required
- Strong ability to work without requiring close supervision
- Lively & positive phone manner (non-scripted, ability to build a rapport with customers)
- Stand-out customer service experience (we love to give our customers an amazing experience)
- Excellent IT skills
- Great communication skills both internal and external
- A “can do” attitude and ability to work in an extremely fast-paced reactive environment
- Good time-management skills along with the ability to multitask
- Well organised and calm persona

**Benefits**
- Flexible working hours
- Smart casual dress environment
- Health Care
- Pension
- Heavily discounted product offering

**Job Type**: Permanent

**Salary**: £21,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Store discount

Schedule:

- Monday to Friday

Work Location: In person



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