We are looking for an experienced Customer Service Advisor to join the UKs 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 are one of the largest stockists of electronic cigarettes and e-liquids in the UK and Europe, currently supplying 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
• Responsible for ensuring customer satisfaction targets
• Making sure customers receive the best level of service at all times
• Producing weekly topline summary reports
• Handling escalations from customers and other departments
• Taking inbound calls from consumers who will be raising enquiries and placing orders
• Processing customer orders to ensure timely dispatch
• Responding to inbound enquiries from web platforms via live chat and email
• Making and receiving calls from B2B customers and company-owned retail stores
• Responding to consumer reviews and complaints in a timely, professional manner
• Work with internal teams to ensure a consistent message is delivered to customers; departments include marketing, retail and B2B
• Processing inbound returns for both consumer and business customers
• Raising return/credit requests with key suppliers based on returned/faulty product

About you
As a Customer Service Advisor, you must be positive, calm under pressure, and conduct yourself with outstanding organisational skills and you must have/be:

• Confident, friendly and enthusiastic about helping customers
• Excellent telephone manner and enjoy speaking to people (non-scripted, ability to build a rapport with customers)
• Interest in the electronic cigarette vape industry is advantageous but not essential
• Strong ability to work without requiring close supervision
• Stand-out customer service experience
• Excellent IT skills
• Great communication skills, both internal and external
• A "can do" attitude and ability to work in an extremely fast-paced reactive environment
• Good time-management skills along with the ability to multitask
• Well-organised and calm persona

About the salary and rewards
For the role of Customer Service Advisor, you will receive:

• An excellent salary of £22,00 to £25,000 per annum, depending on experience
• Flexible working hours and remote working
• Smart casual dress environment
• Health Care
• Pension
• Heavily discounted product offering

How to Apply
Please note that eRecruitSmart is advertising the role of Customer Service Advisor on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.

You must have eligibility to work in the UK. 

Please note, only suitable applicants will be contacted.  If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!




Customer Service Advisor, Customer Service, Advisor, Call centre, Customer