We are looking for a Customer Service Assistant, to join Vape Superstore, a leading UK retailer of vaping products with a thriving eCommerce platform and retail presence in London. This will play a key role in delivering outstanding customer experiences across multiple channels. This is a varied and fast-paced role, ideal for someone enthusiastic, organised, and passionate about customer service. With a growing business, there are excellent opportunities for career progression. This role includes some evening work on a rota basis, with the flexibility to work from home. Key Responsibilities Handle customer enquiries via phone, email, and live chat in a professional and friendly manner Deliver excellent customer service, ensuring all queries are resolved efficiently Manage customer complaints with empathy and a solution-focused approach Apply product knowledge to identify cross-selling and upselling opportunities Support customers in making informed purchasing decisions Process customer orders through the eCommerce platform Update orders with tracking information and ensure processes are followed accurately Manage customer returns, including processing and record-keeping Respond to customer correspondence in a timely and professional manner Gather customer feedback and share insights with the wider team to support business improvements Assist with data collection and reporting for internal review meetings What We Are Looking For At least 1 year of experience in a customer service role Good working knowledge of Microsoft Office (particularly Excel and Word) Experience with Shopify or other CMS platforms is desirable but not essential Excellent written and verbal communication skills Strong customer-focused mindset with a positive, “can-do” attitude Ability to work both independently and as part of a team Highly organised with strong attention to detail Motivated and proactive approach to work Minimum of 5 GCSEs (including English and Maths) or equivalent Apply today to join a company that values teamwork, innovation and excellence We look forward to reviewing your application and potentially welcoming you to our team. Flavour Warehouse is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. trust excellence collaboration innovation passion