Customer Support Administrator

  • Roland
  • Swansea, UK
  • Mar 15, 2020
Full time Customer Service

Job Description

Job Title: Customer Support Administrator
Job Type: Permanent
Based: Swansea
Reports to: Area Manager

The Company: Roland (UK) Ltd.

Roland is a world leader in the design, manufacture and distribution of electronic musical instruments including; keyboards & synthesisers, guitar products, electronic percussion kits, digital recording equipment, amplifiers and audio processing devices.

The Position:

The person we are looking for will; provide first class customer service and administration support, to internal and external customers, always putting the customer first. To display a positive attitude at all times and strive to use all feedback, as a benefit, to better and develop the department and organisation.


  • Answering telephone calls and responding to written requests from customers wishing to have products repaired/returned. All e-mails should be responded to within 24 working hours.
  • Working with customer to identify actual fault(s) on the product.
  • Logging the details accurately into CRM.
  • Utilising SAGE with respect to stock and order processing of replacement products/parts.
  • Arranging collection of the faulty products and ensuring closure of the customer issue.
  • Follow up any outstanding returns on a regular basis to ensure that outstanding balances remain low and customer satisfaction is maintained and exceeded wherever possible.
  • Constantly ensure that our returns/repairs policy is in line with our J-Sox Procedure.
  • In the event of holidays etc, work as a team to ensure a smooth handover of processes as and when required.
  • Accurate and timely completion of data entry.
  • Undertakes general office duties


  • Communicates with clarity and accuracy, both internally and externally - an excellent verbal and written communicator.
  • Proactive and efficient, able to handle scheduling and logistical tasks daily.
  • Exceptional organisation skills – ability to plan and priorities daily responsibilities and projects, completing them within the required timescale.
  • The ability to work effectively, individually and as part of a team, with minimal supervision - supporting an internal multi functioning/multi-tasking Customer team.
  • Can develop positive relationships with all customers and internal/external Roland Staff.
  • Can convey correct and prompt information, with accurate and speedy data entry skills.
  • Competent using Microsoft Office (Excel, Word etc.) and Outlook
  • Personality: Enthusiastic, confident, ambitious, professional, friendly, polite.
  • Competent in producing solutions, to customer problems and to develop the team/organisation.
  • Significant and progressive experience of working in a demanding environment.
  • Has a drive and passion to achieve excellent results.
  • Competent Musician / interest in Music and Roland Products (advantage only) 

The Package

  • Competitive Salary
  • Private Healthcare
  • Contributory pension
  • Free onsite parking

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