House of Vapes - London: Vape shop and Coffee Shop

Established in 2015, House of Vapes opened in Shoreditch as one of London’s first E-cigarette and Coffee shops.

We have now expanded into several stores in the UK and Europe. With plans to take this even further, we now regard ourselves to be one of the leading brands providing the best products and customer service on the market.

Alongside our stores, we are also working to develop our dynamic and expanding websites both for E-cigarettes and CBD products.

Part of this ongoing development is to grow and enhance our customer service. This is at the heart of all we do and, as well as in our stores, we strive to provide a premium level of service to customers.

We are looking for a dynamic, hardworking and enthusiastic person to join our team, at our head office located in east London, to lead this role in ensuring that this service is delivered to the highest standard.

Initially working under the Area Manager and interacting with all other departments you will be responsible for customer satisfaction. The goal for progression is to build on your role and experience to work independently with a view to creating and heading up a team of your own.

The first month you will be responsible for the following:

• Being the first point of contact for the company and delivering the best level of service to customers and resolving inquiries from customers via phone, email, and chat
• Liaising with other departments to ensure information is shared and received efficiently
  
• Managing online order via our orders management platforms 
  
• Being the voice of the customer - internally championing what is important to our customer
  
• Participating in the product selection by remaining at the top of the news and new products in the industry
  
• Being an active member of our positive work environment and a group of genuinely nice people
  

Then, we would like you to:

• Contribute with your ideas to help shape how we do things and construct the best customer service in the vaping industry
• Set up and manage the Customer Success team including both pre-sales and post-sales responsibilities. This means providing support yourself as well as helping define the processes and tools
  

You must Possess:

• Excellent English verbal and written communication skills
  
• A Methodical, conscientious mindset and the ability to learn new processes quickly
  
• A Customer-focused, Driven and enthusiastic work ethic
  
• Independence to work on your own initiative, you love challenges, and to find creative and pragmatic ways to solve problems in the shortest time frame
  
• Be a DOER: “tomorrow” is not part of your vocabulary. You get things done!
  
• Ambition and excitement about joining a fast-paced environment and a growing company

Skills required are:

• Previous experience in a Customer service role with some of this being online-based appreciated
• Strong IT skills including using Microsoft Office
  
• Experience using an e-commerce platform such as Shopify and other order management software
  
• Experience using a live chat platform such as Tawk.to or similar
  
• At least two years of Vaping experience

As a company we can offer:

• A challenging, motivating position in a rapidly growing company 
  
• Workplace Pension 
  
• 28 days holiday inclusive of Bank Holidays 
• Staff Treats employee incentive package
• Competitive salary based on experience
• Employee discount on all our products
• Strong team spirit and social events
• Tennis table/pool tournament
• Great location in up and coming East London

This is great time to join our company as there are great opportunities for growth now and planned for the near future.

If this sounds like the next step in your career, then we very much look forward to hearing from you.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

Job Type: Full-time


Experience:

• Microsoft Office: 2 years (Required)
• Online Management: 2 years (Required)
• Vaping: 2 years (Required)
• Customer Service: 2 years (Required)
• Customer Support: 2 years (Required)

Education:

• A-Level or equivalent (Required)

Location:

• London, Greater London (Required)