Job Description

At

Factra

, we operate at the exciting intersection of e-commerce and manufacturing. As a market-leading manufacturer in the e-liquid and CBD industries, we pride ourselves on delivering high-quality products and exceptional service to both direct customers and business partners through established e-commerce platforms.

We are seeking a

Customer Service Executive

who is dedicated to delivering a market-leading customer experience. The ideal candidate will excel in communication, problem-solving, and general office administration, with the ability to self-manage in a standalone role. While experience in areas such as social media marketing or general office administration is beneficial, the primary focus is delivering outstanding customer support.

Key Responsibilities

Provide excellent customer service to both B2B and B2C clients. Handle customer enquiries via email, webchat, and telephone. Liaise with carriers to track, resolve, and escalate lost or delayed parcels. Perform routine office and administrative duties, including preparing invoices and managing stock levels. Order supplies and maintain organised office operations. Welcome and assist visitors; handle inbound calls professionally. Monitor key performance indicators (e.g., customer satisfaction) and support continuous improvement efforts. Develop strong knowledge of our product portfolio to offer informed guidance to customers.

Skills and Qualifications

Strong organisational and communication skills. Excellent telephone manner and professional customer-facing approach. Ability to prioritise effectively and work independently. Proactive, resilient, and confident in using initiative to make decisions. Competent with basic office software (e.g., email, spreadsheets, CRM systems).
Experience in social media marketing, general office administration, or e-commerce platforms is advantageous but not essential.

Job Type: Full-time

Pay: 25,500.00-27,000.00 per year

Ability to commute/relocate:

Manchester: reliably commute or plan to relocate before starting work (required)
Experience:

Social media management: 1 year (preferred) Customer service: 1 year (required) Administrative: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person