Customer Service Representative — Viperia
Job Type: Full-time, 40 hours per week
Schedule: Monday–Friday
About Viperia
Viperia is a UK-based exotic reptile retailer and PVC vivarium manufacturer, serving reptile keepers across the country with high-quality animals, husbandry equipment, and custom-built enclosures. We're a growing, hands-on business that takes pride in genuine reptile expertise and looking after our customers properly — not just moving boxes.
The Role
We're looking for a friendly, organised, and reptile-savvy Customer Service Representative to be the first point of contact for our customers. You'll handle enquiries across email, phone, and live chat, help customers choose the right animals and equipment, track orders, and resolve issues quickly and calmly. This is a full-time, 40-hour-a-week role suited to someone who genuinely enjoys talking to people and has a real interest in — or willingness to learn — reptile keeping.
What You'll Be Doing
- Responding to customer enquiries via email, phone, and live chat in a timely, friendly, and professional manner
- Advising customers on livestock, husbandry equipment, and vivarium options based on their needs
- Tracking and updating customers on order status, dispatch, and delivery queries
- Handling returns, replacements, and complaints with patience and a solutions-first attitude
- Liaising with the warehouse team on order issues, stock queries, and dispatch problems
- Processing order amendments, cancellations, and refunds accurately in Shopify
- Flagging recurring issues or product feedback to the wider team
- Keeping accurate records of customer interactions and following up where needed
- Supporting with occasional admin tasks as the business requires
What We're Looking For
- Proven experience in a customer service role or similar position.
- Strong data entry skills with high accuracy and attention to detail.
- Excellent communication skills, both verbal and written, with a professional phone manner.
- Ability to analyse information critically and provide effective solutions.
- Demonstrated ability to upsell products or services tactfully without pressuring customers.
- Organised, proactive, and capable of managing multiple tasks efficiently in a fast-paced environment.
- Prior experience with CRM systems or similar software is advantageous
- An interest in or knowledge of reptiles and exotic pet keeping is highly desirable but not required.
This role offers an engaging work environment where your interpersonal skills can thrive while contributing directly to customer satisfaction and business growth.
Pay: £26,852.80 per year
Benefits:
- Casual dress
- Employee discount
- Free parking
Work Location: In person
