# Customer Service Assistant

**Company**: Focusrite plc
**Work arrangement**: remote
**Experience**: entry
**Job type**: full-time
**Salary**: $47-$51k
**Category**: Operations
**Industry**: Technology

**Apply**: https://apply.workable.com/focusrite/j/2B8E518D8C/?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_4a2d1434-89c

## Description

As a Customer Service Assistant at Focusrite plc, you will be 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.

Your main responsibilities will include:

- Acting as the focal point for all inquiries relating to the Focusrite/Novation/ADAM Audio e-Store in a timely, friendly, problem-solving manner.

- Assisting customers with purchasing, order tracking, pre-sales queries, and returns via email, phone, and live chat.

- Assisting customers with the initial stages of using their products, including product registration, software activation, and installation.

- Facilitating operational tasks between end-users, resellers, and internal and external distribution partners for various brands in the group.

- Providing feedback to the e-commerce team in bi-weekly meetings on common issues reported by the field team.

- Coordinating incoming feedback and technical inquiries to the Support team.

- Monitoring and responding to TrustPilot reviews coming in from customers.

- Working closely alongside global support team members, assisting where necessary and collecting feedback on common customer issues from different territories.

- Facilitating and managing spare parts orders in region-specific territories.

- Providing updates for the FAQ page.

- Participating in the Focusrite/Novation beta testing program.

To qualify for this role, you will need:

- General knowledge and interest in Focusrite plc's product offerings and family of brands.

- 1+ years of customer service experience.

- 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.

- High School Diploma, general education degree, or equivalent experience.

We offer a comprehensive benefits package, including health insurance, dental and vision insurance, life insurance, short- and long-term disability, 401K with employer match, 28 days PTO, Employee Assistance Program, Group Bonus Scheme, and generous staff discounts on company products and merchandise.

## Skills

### Required
- customer service
- communication skills
- Microsoft Office Suite
- Mac and PC platforms

### Nice to have
- phone systems

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Source: [Apply at apply.workable.com](https://apply.workable.com/focusrite/j/2B8E518D8C/?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)