Customer Service Assistant, Focusrite
$40-50k
+ Group Bonus Scheme
Audio interfacing technology
Job no longer available
Audio interfacing technology
201-500 employees
Job no longer available
$40-50k
+ Group Bonus Scheme
201-500 employees
Company mission
To enrich people's lives through music.
Role
Who you are
- 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
What the job involves
- Report to: Supervisor, Customer Service
- This role is part of a global cross-functional team that answers customer inquiries about e-store purchases, product registration, and software activation by phone, email, and live chat. It also works cross-functionally to reduce the number of incoming inquiries
- 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, focusing on making the site and our support services easy for the customer
- 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
Our take
Legacy audio engineering company Focusrite has been developing audio interfaces since the late 1980s. Founded by Rupert Neve, an electronics designer whose customers included The Beatles and Nirvana, Focusrite has continued developing interfaces and preamps based on his work.
Continuously innovating, Focusrite has most recently developed AI-driven plugins that transform ideas into polished, studio-quality music. This is indicative of Focusrite’s not resting on its laurels. The company became publicly listed in 2014 and has also funded music industry scholarships and mentor schemes, maintaining its leadership in the audio interface manufacturing market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Pension with salary sacrifice option
- After successful probationary period; you will join our Group Life Assurance, Group Income Protection and you can join our Health Cash Plan and Private Medical Insurance
- Bike2work scheme
- 25 days holiday increasing with length of service
- Staff discount on company products and merchandise
- Participation in group bonus scheme
Company HQ
High Wycombe, UK
Articles
Leadership
Tim Carroll
(CEO (Not Founder))Previously the VP of Audio Products at Avid Technology and Member of the Board of Directors at National Association of Music Merchants.
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