Location: Home-based

Terms: 35 hours per week

Contract Length: 6-month temporary to permanent

Salary: £22,000 – £25,000 pro rata, depending on experience.

About NatureSpy

NatureSpy is a social enterprise reimagining how business and conservation is done. We’re a company of two halves; a wildlife research/conservation organisation and a commercial online retail store. Over the last decade we’ve become Europe’s experts in trail cameras and wildlife watching technology and pass this expertise on to customers and organisations alike, providing both product purchase advice and also fieldwork and research help and support.

The company’s commercial side supplies high-end wildlife watching technology to the general public as well as researchers, conservation organisations, filmmakers and universities, with all profits from sales going back into our wildlife research and monitoring projects and supporting other conservation organisations.

Job Description

We’re known for our expert knowledge of wildlife tech and our first-class customer support and we’re looking for a customer service wildlife tech advisor to join our friendly but busy customer service team. The successful applicant will help us continue to deliver exceptional service and support to our ever-growing customer base.

This will be a home-based position where you will be required to work independently and on your own initiative.

Duties

You will be the first point of contact for all customer and client enquiries and so we require candidates who enjoy customer interaction and have exceptional customer contact skills.

We receive large volumes of inbound emails and phone calls and you will be responsible for solving queries and issues as efficiently as possible while keeping customer experience and satisfaction a priority. This will include pre and post-sale support for a wide-ranging customer base, including but not limited to:

• Answering emails and phone calls

• Pre-sale advice and product recommendations

• Taking orders over the phone

• Processing online orders

• Troubleshooting and solving technical queries from customers

• Solving order issues

• Taking messages and liaising with NatureSpy staff via our business communication platform

• Obtaining details for quotes and specialist/client requests 

• Processing refunds and credits

• Managing and processing warranty returns

• Arranging replacements and spare parts

• Solving delivery and courier queries

• Adhering to protocols of GDPR and being discreet and sensitive with customer information

What we’re looking for

Essential:

• Previous customer support service experience (min. 2 years’ experience preferred)

• Work well independently, as part of a team and on your own initiative

• An interest in wildlife & wildlife-watching technology

• Comfortable and confident communicating with a broad spectrum of customers via phone and email; from customers with limited technical knowledge to wildlife industry professionals

• A calm, friendly and professional manner

• The ability to pick up new processes quickly

• Excellent organisational skills

• Good, working IT skills, including: email and customer service software

• Exceptional attention to detail

• Able to write clear, concise instructions

• As this is a home-based role, a minimum internet speed of 10mb/s download speed and 1mb/s upload speed is required

Ideally:

• You will have some knowledge of wildlife watching technology, particularly trail cameras

• A good practical knowledge of UK wildlife

• Previous experience working remotely

Benefits

• 28 days’ paid annual leave per year

• An extra day off on your birthday

• Company pension scheme

• Company computer and headset

• Training provided

How to apply

Please send to [email protected] your CV and a short covering letter including the answers to the following questions in no more than 300 words total (150 words per question). 

• A potential customer has got in touch asking which trail camera would be best for beginners; what do you recommend and why? Please answer this as a mock email reply.

• A disgruntled customer has got in touch with a potentially faulty trail camera; how would you respond and what are the first thing you would suggest trying to resolve the issue? Please answer this as a mock email reply.