Customer Service Assistant
New
F
FocusriteMusic technology
US, RemoteFull-TimeEntry
Salary47,000 - 51,000 USD per year
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Job Details
- Experience
- 1+ years of customer service experience.
- Required Skills
- Microsoft OfficeCustomer service
Requirements
- Have at least 1 year of customer service experience.
- Have general knowledge of and interest in the product offerings and family of brands.
- Communicate clearly by phone and email.
- Use strong listening skills and remain calm and helpful in customer scenarios.
- Have good working knowledge of Mac and PC platforms.
- Be familiar with the Microsoft Office Suite.
- Have a high school diploma, general education degree, or equivalent experience.
Responsibilities
- Respond to inquiries about the Focusrite, Novation, and ADAM Audio e-store in a timely, helpful manner.
- Assist customers with purchases, order tracking, pre-sales questions, and returns through email, phone, and live chat.
- Help customers with product registration, software activation, and installation.
- Coordinate operational tasks between end users, resellers, and internal and external distribution partners.
- Share common customer issues with the e-commerce team in bi-weekly meetings.
- Coordinate customer feedback and technical inquiries for the Support team.
- Monitor and respond to customer reviews on TrustPilot.
- Work with global support team members and collect feedback on customer issues across territories.
- Manage spare parts orders in region-specific territories and provide updates to the FAQ page.
- Participate in the Focusrite/Novation beta testing program.
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