We're a growing group of Next Generation Nicotine ecommerce brands including market leaders such as LiQuid and EDGE. With a strong focus on customer experience, we're looking for a passionate and professional
Customer Service Agent
to join our team and support our continued growth across multiple online storefronts.
The Role
You'll be the first point of contact for our customers, delivering exceptional support across email, live chat & phone. Whether helping someone choose the right vape kit or resolving a delivery issue, you'll play a vital role in maintaining our reputation for fast, friendly, and knowledgeable service.
What You'll Be Doing
Responding to customer enquiries across multiple channels using
Gorgias
Managing orders, refunds, returns, and product queries in
Shopify
Handling incoming phone calls professionally and empathetically
Troubleshooting basic account and product issues
Maintaining accurate records and using templates/macros where appropriate
Flagging recurring issues and helping to improve service processes
Providing product advice, especially around vaping products and usage
What We're Looking For
Essential:
Minimum
1 year's experience
in a customer service or call centre role
Confident handling
inbound phone calls
Strong written and verbal communication skills
Familiar with
Ecommerce & CRM
software (
Shopify and Gorgias are an advantage)
Tech-savvy and comfortable using multiple systems and channels
Organised, dependable, and customer-obsessed
Desirable:
Experience in an ecommerce or DTC brand environment
Knowledge of vaping
products and terminology is desirable, but full training will be given
Experience supporting multiple brands or stores
What We Offer
A supportive and friendly team environment
Opportunities for progression and cross-brand experience
Staff discounts on all our products
Life Insurance / Pension
How to Apply
Submit your CV and a short cover letter telling us why you'd be a great fit for this role. We're reviewing applications on a rolling basis - early applications are encouraged.
Job Types: Full-time, Permanent
Pay: 26,000.00 per year
Benefits:
Casual dress
Company events
Company pension
Employee discount
Free parking
Life insurance
On-site parking
Sick pay
Schedule:
8 hour shift
Day shift
Monday to Friday
No weekends
Work Location: In person