Customer Service Advisor

Job reference: 000035

Location: Normandy, Guildford

Salary: Competitive

Employment type: Permanent

Department: Ecommerce

Hours per week: 40

Vapouriz has been established since 2011 and is recognised as one of the leading manufacturers & retailers of premium vape devices and e-Liquid in Europe, producing numerous and exciting flavours of e-liquids across numerous brands, all of which we manufacture in our UK plant using state-of-the-art machinery.

As a Customer Service Advisor, you will be answering calls and emails from our loyal customer base and swiftly handling a variety of queries relating to our vast product portfolio. Excellent customer service is key to the ongoing growth and success of Vapouriz and if you have customer facing experience, be that over the phone of face to face, have a good telephone manner and consider yourself to be a clear and considerate communicator, then we want to hear from you!

Main duties and responsibilities include:

  • Being the first point of contact for customers and represent Vapouriz in the best possible light
  • Answer incoming calls in a timely manner
  • Carefully handle customer complaints, issues and queries in a timely and professional manner
  • Manage orders which are on hold due to age verification, which includes reviewing orders with a view to cancelling and refunding and keep clear records of customer communications and refunds
  • Carefully process customer telephone orders, payments, refunds and returns
  • Keep an accurate record of customer interactions, taking feedback and making appropriate suggestions to management for improvements
  • Liaise with Vapouriz departments to deliver customer feedback
  • Identify cross/up selling opportunities
  • Produce reports for the Group Head of eCommerce and Customer Service Supervisor
  • Keep abreast of industry updates and share findings and best practice with the team
  • Promote new products and promotions to customers

In return, we offer the following benefits to our staff:

  • Competitive salary
  • Enhanced Pension Scheme
  • Ongoing commitment to professional training and development
  • Your birthday as a paid day off
  • Westfield Health cash back plan and employee assistance programme
  • Life Assurance & 24/7 remote GP service
  • Staff Referral Scheme
  • Free onsite parking


The closing date for this job has now passed.