Customer Support Assistant

Job Title - Operations & Support Assistant

Contract - 12 months (with possibility to extend), full-time, 37.5 hours per week. (WFH Friday)

Location - Orpington, London

Salary - £30,000

About us

• SafeTag Tracking is a growing start-up in the GPS Tracking industry, launched in early 2022 to provide a more user-friendly, accessible, and customer-focused GPS Tracking solution for consumers and small businesses.
• We are a family-led business and strongly believe in investing in our employees.
• We sell a portfolio of 10+ tracking & security products on Amazon & eBay and serve over 30,000 customers across the UK, the US, Italy, Germany, Spain, and France.
• We offer a brand-new, spacious, and welcoming working environment where you will be valued and given decision-making responsibility in a small, agile company that treats human-based customer support as its most important asset.

Start Date - ASAP

• We are expanding our customer support team and seeking a tech-savvy, friendly, and outgoing individual with a can–do attitude to join our close-knit team in Orpington.
• You will be the face of SafeTag, supporting customers through setting up their trackers, troubleshooting issues and helping them keep their most valued possessions safe.
• You will help manage our support processes, including email-only support, customer outreach and support resources.
• You will also spend time hands-on with day-to-day operational activities, such as processing returns and organising outbound shipments of our devices.
• If you are a positive, friendly, “doer” with an interest in technology and a willingness to get stuck into a range of activities, we’d love to hear from you.

Responsibilities

• Email Support - Handling of technical support & sales enquiries. These might include helping customers troubleshoot their trackers or personal devices, helping them log in to a particular system, or helping users who aren’t sure how to complete certain tasks in our app.
• Managing Support Resources - Monitoring usage of our support resources, writing new articles, and exploring new ways to improve our resources & processes to better serve our customers.
• Reporting to Directors - Report directly to the directors on support trends, customer requests, and more
• Production Work - Assisting with the production and fulfilment of finished SafeTag Products, including technical registration processes, and managing and checking outbound products & shipments.
• Negative Experience Turnaround - Reaching out to customers who have had a negative experience, so we can turn their experience into a positive one and show what makes us different as a company.
• Invoice & supplier management - This will involve liaising and maintaining relationships with a range of suppliers and our own B2B customers.
• Testing customer returns - Using your problem-solving skills to determine the cause of product faults, document issues and prepare products for re-selling.

Essential Qualities

• English & Maths GCSE A*-C
• IT, Computer Science or other Digital or Technical GCSE/BTEC/A-Level/Degree
• Excellent written and verbal communication in English (email writing & phone manner)

Bonus Qualities

• High computer literacy / good understanding of basic IT principles and practices relevant to supporting users with software.
• Previous experience in a small/medium business customer service / admin / logistics role

What kind of person are we looking for?

• A self-starter & can-do attitude. Being a small tech business, every day is different, and we’re looking for someone who enjoys new challenges.
• The tech-savvy member of the family or friend fixing everyone’s tech issues
• Someone with a positive, friendly attitude towards customers and their teammates.
• Strong organisational and problem-solving skills, as we’re looking for someone who is comfortable making their own decisions and managing their own time.
• Ability to be diplomatic, patient and empathetic with customers.

Why should you choose us?

• £30,000 base, plus performance bonus
• Hybrid working
• Private Healthcare Plan
• On-site parking with a dedicated space
• 24 + 8 days Paid time off
• One of a kind experience in a rapidly growing business where you can make your own decisions, suggestions and get hands-on with all aspects of the business
• Overtime opportunity when other team members take leave (completely optional)
• Great transport links (St Mary Cray statio…