Customer Service Assistant

We are looking for a Customer Service Assistant, to join Vape Superstore, a leading UK retailer of vaping products with a thriving eCommerce platform and retail presence in London. This will play a key role in delivering outstanding customer experiences across multiple channels. This is a varied and fast-paced role, ideal for someone enthusiastic, organised, and passionate about customer service. With a growing business, there are excellent opportunities for career progression.

This role includes some evening work on a rota basis, with the flexibility to work from home.

Key Responsibilities

• Handle customer enquiries via phone, email, and live chat in a professional and friendly manner
• Deliver excellent customer service, ensuring all queries are resolved efficiently
• Manage customer complaints with empathy and a solution-focused approach
• Apply product knowledge to identify cross-selling and upselling opportunities
• Support customers in making informed purchasing decisions
• Process customer orders through the eCommerce platform
• Update orders with tracking information and ensure processes are followed accurately
• Manage customer returns, including processing and record-keeping
• Respond to customer correspondence in a timely and professional manner
• Gather customer feedback and share insights with the wider team to support business improvements
• Assist with data collection and reporting for internal review meetings

What We Are Looking For

• At least 1 year of experience in a customer service role
• Good working knowledge of Microsoft Office (particularly Excel and Word)
• Experience with Shopify or other CMS platforms is desirable but not essential
• Excellent written and verbal communication skills
• Strong customer-focused mindset with a positive, "can-do" attitude
• Ability to work both independently and as part of a team
• Highly organised with strong attention to detail
• Motivated and proactive approach to workMinimum of 5 GCSEs (including English and Maths) or equivalent

Flavour Warehouse is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.