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Customer Service Advisor - Hybrid Home Working, Cambridge
Client:
Location:
Cambridge, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
7e944b66dbac
Job Views:
11
Posted:
26.04.2025
Expiry Date:
10.06.2025
Job Description:
We are looking for an experienced Customer Service Advisor to join the UK's largest online and offline retailer and stockists of electronic cigarettes and e-liquids at their Head Office in Fengate, Peterborough, with the option of flexible home working.
About the company
Founded in 2011, our client has become the largest online and offline retailer in the UK and is one of the largest stockists of electronic cigarettes and e-liquids in the UK and Europe. They currently supply more than 600 independently owned vape stores as well as over 80 private white-label e-liquid clients. They also have over 45 company-owned and franchise stores across the UK.
About the role
As a Customer Service Advisor, your responsibilities will include:
* Ensuring efficient operation of a small customer service team
* Providing the best level of service to customers at all times
* Producing weekly topline summary reports
* Handling escalations from customers and other departments
* Taking inbound calls from consumers raising inquiries and placing orders
* Processing customer orders for timely dispatch
* Responding to inbound inquiries via live chat and email
* Making and receiving calls from B2B customers and retail stores
* Responding to consumer reviews and complaints promptly and professionally
* Collaborating with internal teams to ensure consistent messaging to customers, including marketing, retail, and B2B
* Processing inbound returns for both consumer and business customers
* Raising return/credit requests with suppliers for returned or faulty products
About you
As a Customer Service Advisor, you should be positive, calm under pressure, organized, and possess outstanding communication skills. You must have or be:
* Confident, friendly, and enthusiastic about helping customers
* Excellent telephone manner and rapport-building skills (non-scripted)
* An interest in the electronic cigarette vape industry is advantageous but not essential
* Ability to work independently without close supervision
* Extensive customer service experience
* Strong communication skills internally and externally
* A proactive, 'can do' attitude in a fast-paced environment
* Good time-management and multitasking skills
* Well-organized and composed
Salary and rewards
The role offers an excellent salary of £22,000 to £25,000 per annum, depending on experience, along with flexible working hours and remote working options.
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