Job Description

Vape Superstore is a leading retailer of vaping equipment in the UK. We run a successful ecommerce website, alongside two retails stores in London.

We are looking for an enthusiastic customer service assistant to join the Vape Superstore team and help maintain and build on our excellent reputation. The role will be wide ranging and include a variety of different customer service focussed tasks.

It's a great opportunity to join a growing team and business, with excellent opportunity for progression within the business.

The position will require the ability to work from home some evenings (rota based).

Responsibilities

Answering phones and dealing with customer enquiries in a professional and helpful manner Effectively applying product / service knowledge to cross sell / upsell opportunities effectively enhancing sales & margin Reply to customer correspondence / live chat sessions within a timely manner simultaneously providing a professional level of communication / customer service Feedback and recommend opportunities to wider team through gaining customer insight Handling and resolving customer queries / complaints in a calm, sympathetic manner Processing of customer orders through the eCommerce platform Updating and maintaining orders with relevant tracking info, ensuring that relevant process is followed Processing of customer returns, collating data and analysis for board meetings

The successful applicant:

Strong command of written and spoken English language required Able to work as part of a team and as an individual Excellent communication skills Customer focused "can do" attitude Highly organised and motivated Minimum 5 GCSE passes (including English and Maths) Good knowledge of Microsoft Office (Excel, Word in particular) Experience of using Shopify and Wordpress CMS systems (not essential) Some knowledge of customer databases and till systems would be useful Understanding of Social Media and Review systems
Job Types: Full-time, Permanent

Pay: 25,000.00-27,000.00 per year

Benefits:

Casual dress Employee discount On-site parking Sick pay Store discount
Education:

GCSE or equivalent (preferred)
Experience:

customer service: 1 year (required)
Work Location: In person

Application deadline: 18/07/2025
Reference ID: eCommerce Customer Service Exec
Expected start date: 04/08/2025