Customer Service Executive

Job Description

About Us

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Factra Ltd is a growing manufacturing and e-commerce company in the e-liquid, CBD, and health supplements space. We’re a small, supportive team, and we’re looking for someone organised, positive, and customer-focused to join us. If you enjoy helping people, keeping things running smoothly, and having a role that’s a bit different every day, this could be a great fit.

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What the Role Involves:

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Customer Service

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• Reply to customer emails, support tickets, and phone calls

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• Handle general enquiries, order issues, and product questions

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• Keep a friendly and professional tone with every customer

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• Come up with ideas to help improve customer satisfaction and overall experience

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Office & Admin Duties

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• Raise customer invoices

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• Work with other departments (production, warehouse, dispatch) to check stock levels and resolve order issues

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• Help with day-to-day office tasks like filing, updating documents, and ordering supplies

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• Support the wider team with general admin when needed

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What We’re Looking For

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• Someone friendly, approachable, and confident on the phone

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• Good written communication skills

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• Organised and able to juggle tasks without getting flustered

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• Comfortable using basic computer programs (email, spreadsheets, CRM systems, etc.)

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• A team player who’s happy to pitch in where needed

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• Previous customer service experience is helpful, especially in e-commerce, but not essential if you’re a quick learner

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Bonus

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• Experience with like ecommerce platforms, ERP Systems and invoicing software , or similar

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• Any background in office administration or stock coordination

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