Customer Service Representative

5 months ago

Caerphilly, United Kingdom Nextbase Full time

We are Nextbase: The largest provider of dash cams in the UK and have presence all over the globe. When you step through the door of our Hub in Wales you are instantly greeted with our ‘product wall’ which shows our incredible journey from a start-up producing portable entertainment devices, through to best in the market dashcams. We are not done yet; we are growing internationally

We focused on making the customer experience as easy as possible. For us, great service is a product which works incredibly well, and when our customers need our help, we are there to put things right. We are focused on building a market leading product and excellent customer experience.

**About our support team**

Our support function is the beating heart of our customer experience. Our mantra is that no service is good service. We are driving our products to be best in class, but on those occasions when the customer wants a little help, we are there for them.

We are looking for enthusiastic, adaptable, and fun people to join our growing team. Customer support is the crucial link between Nextbase and our users (our customers). You will help people with set up and use their new tech, supporting them with app or help them with features. It’s not just about solving problems; in customer support we want to keep driving constant innovations in our product to keep it ‘best in class’.

**What you’ll be working on**

This role is a little different to the rest of our support team. As the first point of contact, your job focuses on providing exceptional customer support throughout the product selection and purchasing processes. Your day will involve assisting customers in choosing the right product, helping with installation arrangements, and delivering an amazing customer experience.

**Your day-to-day**

Support route cause analysis and internal feedback on how to improve our service or our product.

Help support and cultivate a customer-centric culture.

Driving our tech to be tip top, identifying improvements and bugs is a must to ensure we stay on top of our game.

Aim to get things right first time with our customers.

Understanding how important the voice of the customer is and how we can influence Trustpilot and customer satisfaction measures.

You like change We move and change fast.

You’re great at explaining things to people and have excellent written English.

You enjoy troubleshooting issues (sometimes complex) and getting to the root cause of them while putting things right.

You are really empathetic and understand what the customer needs is the most important interaction they are having with Nextbase.

**What’s in it for you**
- £21,000-£23,000 per year depending on experience
- This role is mainly office based, but we offer remote options for shift and weekend work
- 33 days annual leave plus a day for your birthday (you will be rota in for bank holidays)
- Private Medical care with Bupa
- Your very own dash cam to go in your vehicle
- Free parking on site
- Progression as a Customer Support Specialist into a Customer Support Expert

**Logistics**

We are working around the clock to offer exceptional customer experience. You will join on a rota of:
Monday - Friday 9am-7pm

Saturday: 10am to 6pm

**Job Types**: Full-time, Part-time
Part-time hours: 20 per week

**Salary**: £21,000.00-£24,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Flexitime
- Life insurance
- On-site parking
- Private medical insurance
- Transport links

Schedule:

- Day shift
- Flexitime
- Monday to Friday
- Night shift
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Caerphilly, CF83 3GG: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Shift availability:

- Day shift (preferred)
- Night shift (preferred)

Work Location: Hybrid remote in Caerphilly, CF83 3GG

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