Company Overview
LATSEN TECHNOLOGY LTD is dedicated to creating smarter solutions for pet owners through innovative, high-performance products. Our team of experts develops advanced pet care devices designed to enhance safety, convenience, and overall well-being for pets and their owners.
Customer Service Representative : Job Description
We are looking for a friendly, organised and customer-focused Customer Service Representative to join our team.
You will support customers worldwide with product enquiries, technical issues, orders, deliveries and after-sales support. The successful candidate will be a confident communicator with good problem-solving skills and a genuine commitment to providing excellent customer service.
Duties and Responsibilities
- Respond to customer enquiries by email, outbound support with requirement of phone calls being made to customers upon request.
- Provide clear and helpful technical support for our products, mobile application and services.
- Help customers resolve product, connectivity, account and subscription-related issues.
- Guide customers through relevant troubleshooting steps.
- First point of contact to handle complaints professionally and follow each case through to resolution.
- Answer pre-sale and after-sale questions about products, subscriptions, compatibility and features.
- Assist with replacements, returns, refunds and delivery enquiries.
- Maintain accurate customer records within Zendesk and other internal systems.
- Escalate complex issues to the relevant technical, development or operations team.
- Collect and review customer feedback to identify recurring issues and opportunities for improvement.
- Report customer needs, product issues and service trends to the relevant departments.
- Help maintain and update FAQs, troubleshooting guides and customer support resources.
- Assist with online and in-person product training when required.
- Support the wider team with other customer service and administrative duties when required.
Skills and ExperienceEssential
- Excellent written and verbal communication skills.
- Previous experience in customer service, technical support or a similar customer-facing role.
- A friendly, patient and professional approach.
- Strong problem-solving skills and attention to detail.
- Confidence using computers, mobile applications and smart devices.
- Ability to explain information clearly and help customers with technical issues.
- Good organisational and time-management skills.
- Ability to manage competing priorities in a busy environment.
- Ability to work independently and as part of a team.
- A customer-focused and empathetic approach.
Desirable
- Experience using Zendesk or a similar customer service platform.
- Experience supporting consumer technology, mobile applications or connected devices.
- Any Additional language skills - German especially.
Working Arrangements
This is a full-time position with some flexibility required to meet business and customer support needs. Occasional weekend work will be required on a rota basis.
Benefits
- On-site parking.
- Work-from-home opportunities.
- Flexible working hours.
- Training and development opportunities.
Pay: £21,500.00-£25,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: Hybrid remote in Speke
