Customer Service Representative
: Job Details :


Company : Ecigwizard


Job Location : United Kingdom, , UK


Posted on : 2020-10-02T09:22:29Z


Job Description :

We are seeking a Customer Service Superstar to join our team!

Founded in 2011, Ecigwizard has grown to become one of the largest online and offline retailers in the UK. We 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. Added to this, we also have over 45 company-owned and franchise stores across the UK.

At Ecigwizard, we have created a business model that ensures each department within the company is able to support and complement the other. From our scientists, branding specialists and designers to our ever-growing eCommerce team, all of who ensure our products and brand are of the very best quality and delivered. Our head office is based in Peterborough where this role will be based.

Key Responsibilities
  • 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 our web platforms via live chat and email
  • Making and receiving calls from our B2B customers and company-owned retail stores. These enquiries will be wide-ranging from “Can I speak to my account manager” to “Can you place an order for us” and more
  • 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
  • Providing feedback to other departments on key KPI’s, e.g warehouse error rates, pricing errors on the website to the marketing team, product feedback to the purchasing department and more
  • Processing inbound returns for both consumer and business customers
  • Raising return/credit requests with key suppliers based on returned/faulty product Person specification
    • Interest in the electronic cigarette vape industry
    • Strong ability to work without requiring close supervision
    • Lively & positive phone manner (non-scripted, ability to build a rapport with customers)
    • Stand-out customer service experience (we love to give our customers an amazing 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
    • Ability to carry out your own market & product research on the fly Benefits
      • Flexible working hours
      • Smart casual dress environment
      • Health Care
      • Pension
      • Heavily discounted product offering Salary
        • Negotiable based on experience



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