Customer Support Consultant, Music Industry
New
S
SupportYourAppMusic industry
Tiranë, Tirana County, Albania. Banja Luka, Republika Srpska, Bosnia and Herzegovina. Novi Sad, Vojvodina, Serbia. Bucharest, Bucharest, Romania. Skopje, Greater Skopje, North Macedonia. Cape Town, Western Cape, South Africa, Monday to Friday, from 9 AM to 5 PM (CET)ContractJunior
Salary not disclosed
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Job Details
- Languages
- Excellent English skills (C1 for both spoken and written)
- Experience
- At least 6 months of customer service experience in a fast-paced environment
- Required Skills
- Customer serviceTroubleshooting
Requirements
- Have excellent English skills at C1 level for both spoken and written communication.
- Have at least 6 months of customer service experience in a fast-paced environment.
- Be familiar with the guitar business or music industry, such as through playing an instrument or experience in music retail or with musical instrument brands.
- Have strong problem-solving and troubleshooting skills and close attention to detail.
- Be able to multitask and prioritize effectively.
- Be familiar with CRM systems and basic technical support.
- Communicate clearly, professionally, and empathetically with customers.
- Have a personal computer running licensed Windows 11, MacOS Sequoia or newer, or Linux, with at least 8 GB of RAM.
- Have a stable internet connection with at least 50 Mbps download and 40 Mbps upload speeds, plus backup power or internet for at least 4 hours.
- E-commerce support experience with orders, tracking, or returns is a plus.
- Experience supporting customers on social media is a plus.
Responsibilities
- Deliver Level-1 support via email and social media, with live chat planned for the future.
- Handle e-commerce order inquiries, including order status, changes, and general questions.
- Respond to tracking number requests and help resolve delivery issues.
- Process returns and guide customers through the return process.
- Troubleshoot basic product and technical questions and explain solutions to non-technical customers.
- Respond to customer inquiries in line with service level agreements and established procedures.
- Use FAQs and the internal knowledge base to provide answers.
- Escalate complex or high-priority issues to the appropriate internal team.
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