Customer Service Executive

About Us 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. What the Role Involves: Customer Service

• Reply to customer emails, support tickets, and phone calls
• Handle general enquiries, order issues, and product questions
• Keep a friendly and professional tone with every customer
• Come up with ideas to help improve customer satisfaction and overall experience Office & Admin Duties
• Raise customer invoices
• Work with other departments (production, warehouse, dispatch) to check stock levels and resolve order issues
• Help with day-to-day office tasks like filing, updating documents, and ordering supplies
• Support the wider team with general admin when needed What We're Looking For
• Someone friendly, approachable, and confident on the phone
• Good written communication skills
• Organised and able to juggle tasks without getting flustered
• Comfortable using basic computer programs (email, spreadsheets, CRM systems, etc.)
• A team player who's happy to pitch in where needed
• Previous customer service experience is helpful, especially in e-commerce, but not essential if you're a quick learner Bonus
• Experience with like ecommerce platforms, ERP Systems and invoicing software , or similar
• Any background in office administration or stock coordination