Customer Service Advisor

Key Responsibilities:

• Respond to customer enquiries via telephone, email, live chat, and social media, ensuring all communication is courteous, professional, and solution focused.
• Manage orders placed on Amazon and eBay, ensuring accurate processing and timely communication to meet service level agreements (SLAs).
• Authorise and process refunds, returns, and replacements in line with company policy, ensuring prompt and fair resolutions.
• Maintain up-to-date knowledge of Flavour Warehouse products in order to provide accurate recommendations, troubleshooting support, and general product advice.
• Resolve customer issues and complaints with empathy, professionalism, and a proactive approach to customer satisfaction.
• Review and respond to customer feedback relating to products and service levels across the group, supporting continuous improvement initiatives.
• Liaise with the warehouse and logistics teams to resolve delivery queries and track orders effectively.
• Ensure all customer interactions are accurately recorded in the CRM system.
• Handle customer data responsibly and in full compliance with GDPR and company policy.
• Support additional business activities or administrative duties as required by evolving operational needs.

What we’re looking for:

• Excellent attention to detail and a high level of accuracy.
• Strong interpersonal and communication skills.
• A confident problem-solver with a positive, can-do attitude.
• Self-motivated, well-organised, and capable of prioritising effectively under pressure.
• Flexible and proactive in your approach to work.
• Experience of direct customer liaison, ideally including telephone communication.
• Proficient in Microsoft Office applications (Excel, Word, PowerPoint).
• Knowledge or experience of vaping products is desirable

What's on Offer

• Competitive salary commensurate with experience
• 30 days holiday (including bank holidays) increasing with service
• Life Insurance benefit
• Cashback healthcare plan (Westfield Health)
• Discounts on our products to assist with smoking cessation
• Cycle to Work Scheme
• On site parking
  
• Additional benefits with service (access to company caravan, enhanced family friendly policies)

We look forward to reviewing your application and potentially welcoming you to our team.

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

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