Customer Service Agent – Ecommerce
Location: Office Based - Stockport SK6 2SU
Job Type: Part-time, Fixed-Term Maternity Cover
Hours: 10am-3pm, Monday to Friday
Salary: £17,333 per year, pro rata
Start Date: August 2026 (TBC)
About Us
We’re a growing group of Next Generation Nicotine ecommerce brands, including market leaders such as LiQuid and EDGE. With a strong focus on customer experience, we’re looking for a passionate and professional Customer Service Agent to join our team on a part-time maternity cover basis, supporting customers across multiple online storefronts.
The Role
You’ll be the first point of contact for our customers, delivering exceptional support across email, live chat and phone. Whether helping someone choose the right vape kit or resolving a delivery issue, you’ll play a vital role in maintaining our reputation for fast, friendly and knowledgeable service.
This is a part-time, office-based role working 10am to 3pm, Monday to Friday, providing maternity cover within our customer service team.
What You’ll Be Doing
- Responding to customer enquiries across multiple channels using Gorgias
- Managing orders, refunds, returns and product queries in Shopify
- Handling incoming phone calls professionally and empathetically
- Troubleshooting basic account and product issues
- Maintaining accurate records and using templates/macros where appropriate
- Flagging recurring issues and helping to improve service processes
- Providing product advice, especially around vaping products and usage
- Supporting the wider ecommerce and customer service team during busy periods
What We’re Looking For
Essential:
- Minimum 1 year’s experience in a customer service or call centre role
- Confident handling inbound phone calls
- Strong written and verbal communication skills
- Familiar with ecommerce and CRM software; Shopify and Gorgias are an advantage
- Tech-savvy and comfortable using multiple systems and channels
- Organised, dependable and customer-focused
- Able to work independently and manage enquiries efficiently during set working hours
Desirable:
- Experience in an ecommerce or DTC brand environment
- Knowledge of vaping products and terminology is desirable, but full training will be given
- Experience supporting multiple brands or online stores
What We Offer
- A supportive and friendly team environment
- Part-time hours, Monday to Friday
- Staff discounts on all our products
- Life insurance / pension
- Training across our brands, systems and product ranges
How to Apply
Submit your CV and a short cover letter telling us why you’d be a great fit for this role. We’re reviewing applications on a rolling basis, so early applications are encouraged.
Pay: £13.33 per hour
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Work Location: In person
