Job Description

About us:

Latsen Technology is dedicated to developing smart products that combine high performance with advanced features for pet owners. Our brand Pawfit offers a range of GPS and activity trackers to deliver smarter, more convenient pet monitoring, enhancing the lives of pets and their owners.

Position Summary:

Due to business needs, an exciting opportunity has arisen to join the Customer support and Communication team at Pawfit. This role is a great opportunity for an ambitious Customer service Manager to work on all customer related aspects

The aim of this role is to supervise the customer support team, provide trainings to new staff and maintain training documents, answer customer enquiries, resolve issues, enhance customer experience and foster relationships, improve credibility and create customer loyalty.

Duties and responsibilities:

Answering customer enquiries via email, phone call and live chat etc. Overseeing the customer services team. Collecting customers' feedback, analyse and report regularly. Maintaining FAQ section on the company website Preparing and maintaining training materials, providing regular training to support team members. Conducting weekly meeting and work report. Recruiting staff and doing appraisals. Setting customer satisfaction targets and working with the team to meet targets consistently. Establishing new and optimise existing customer service policies and procedures.

Requirements:

Passion for delivering excellent Customer Service Time/duty management Team player Analytics and Technical Excellent communication skills Strong attention to detail Multitasking and good organisation Ability to work calmly under pressure Conflict Resolution and negotiation skills Management and leadership skills
Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Additional pay:

Yearly bonus
Benefits:

Company events Company pension On-site parking Work from home
Schedule:

8 hour shift
Application question(s):

How many years of Management experience do you have?
Experience:

Customer Service: 1 year (preferred)
Work Location: In person

Expected start date: 14/07/2025