[Hiring] Customer Service Assistant @The Focusrite Group

Role Description

Working as part of a Global cross-functional team, answering enquiries relating to e-store purchases, product registration and software activation by phone, email and live-chat, and working pro-actively to reduce the number of incoming inquiries. Coordinating sales emails coming into the Support dept. and beta feedback. Assist with responding to customers via Social Media Channels.

• Act as the focal point for all inquiries relating to the Focusrite/Novation/ADAM Audio e-Store in a timely, friendly, problem-solving manner.
• Assist customers with purchasing, order tracking, pre-sales queries, and returns via email, phone, and live chat.
• Assist customers with the initial stages of using their products, including product registration, software activation, and installation.
• Facilitate operational tasks between end-users, resellers, and internal and external distribution partners for various brands in the group.
• Provide feedback to the e-commerce team in bi-weekly meetings on common issues reported by the field team.
• Coordinate incoming feedback and technical inquiries to the Support team.
• Monitor and respond to TrustPilot reviews coming in from customers.
• Work closely alongside global support team members, assisting where necessary and collecting feedback on common customer issues from different territories.
• Facilitate and manage spare parts orders in region-specific territories.
• Provide updates for FAQ page.
• Participate in the Focusrite/Novation beta testing program.

Qualifications

• General knowledge and interest in our product offerings and family of brands.
• 1+ years of customer service experience.
• Possess clear communication skills through phone and email.
• Ability to assist customers with exceptional listening skills and to stay calm and helpful in any customer scenario.
• Good working knowledge of Mac and PC platforms, with familiarity with the Microsoft Office Suite.
• Experience with Phone systems is a plus.
• High School Diploma, general education degree, or equivalent experience.

Benefits

• Health insurance covered by Focusrite Group at 100% for employees and 75% for dependents.
• Dental and vision insurance.
• Life insurance.
• Short- and long-term disability.
• 401K with employer match.
• 28 days PTO.
• Employee Assistance Program.
• Group Bonus Scheme.
• Generous staff discounts on company products and merchandise.