Customer Service Assistant

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.