Customer Service

About Us

INNOPLUS TECHNOLOGIES LTD is a UK-based pet technology company developing smart products designed to help pet owners better understand and care for their pets’ health, well-being and daily routines. We are building a practical, commercially focused team in the UK to support product development, testing, operations, sales and customer growth.

The Role

This role is the primary point of contact for our customers, ensuring a positive experience from pre-sales inquiries through to after-sales support. It is well suited to someone who is empathetic, organized and comfortable resolving issues across multiple channels while coordinating with internal teams..

Key Responsibilities

l Act as the first point of contact for customer inquiries via email, live chat, phone and marketplace messages

l Respond to pre-sales questions about products, features, compatibility, shipping and returns

l Handle order tracking, delivery issues, returns, refunds, replacements and warranty claims

l Coordinate with operations, logistics, product and technical teams to resolve customer issues

l Maintain accurate customer records, tickets and case notes

l Create and update FAQs, help articles, response templates and customer service workflows

l Collect and report customer feedback, recurring issues and product improvement suggestions

l Assist with after-sales coordination and follow-up

l Monitor response times, resolution rates and customer satisfaction

l Support the wider team with customer-facing communications and process improvements

Essential Requirements

l Experience in customer service, customer support, or a similar customer-facing role

l Excellent written and verbal communication skills in English

l Strong empathy, patience and a customer-first mindset

l Good organizational skills and attention to detail

l Ability to manage follow-up work and maintain accurate records

l Practical problem-solving ability and confidence working under pressure

l Applicants must have the right to work in the UK

Desirable Skills

l Experience in sales or marketing

l Mandarin Chinese language skills

l Interest in pets and pet health/well-being

What We Offer

l Company pension scheme

l 28 days’ annual leave plus bank holidays

l Hybrid working and flexible start/finish times where appropriate

l Statutory Sick Pay in line with UK legislation

l Supportive start-up environment with growth opportunities

How to Apply

l Please send your CV and a short cover letter to: [email protected]

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount

Education:

• Bachelor's (preferred)

Experience:

• customer-facing work: 3 years (preferred)

Willingness to travel:

• 25% (preferred)

Work Location: Hybrid remote in Godalming GU7 1AZ