Customer Service Advisor

  • Focusrite
  • High Wycombe, UK
  • Mar 29, 2022
Full time Customer Service

Job Description

Customer Service Advisor

Term: Full-time, Permanent

Location: High Wycombe

Salary: £22000 + £4k weekend premium pa + excellent benefits

Focusrite is a global music and audio company and we’re looking to recruit a Customer Service Advisor on a permanent basis. The ideal candidate will have an interest in music/audio and previous customer service experience.

Core responsibilities:

  • Act as focal point for all inquiries relating to the Focusrite/Novation E-Store in a timely, friendly, problem-solving manner.
  • Assist customers with purchasing, order tracking, pre-sales queries, returns, product registration and plug-in software activation via email, phone and live-chat.
  • Feedback to global customer Service team and e-commerce team in regular meetings on common issues reported from the field with a focus on making our websites and our support services easy to use for the customer.
  • Monitor and respond to TrustPilot reviews from customers.
  • Monitor and take action on flagged, potentially fraudulent sales orders.
  • Handle spare parts enquiries - customer liaison, order processing.
  • Work closely alongside worldwide support team members, aiding where necessary and collecting feedback on common customer issues from different territories.

Abilities, skills and experience required:

  • Collaborator, works well as part of a team.
  • Customer Service experience.
  • Experience with Mac OS X and Windows systems.
  • Good organizational and communication skills.
  • A polite and helpful phone and email manner is a must.
  • An interest in music/audio.
  • Open to working one weekend day per week e.g. Tues-Sat, Sun-Thurs.
  • Experience with Zendesk, Adyen, Netsuite a bonus but not essential – full training provided.

About Us

Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, its solutions facilitate the high-quality production of recorded and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity – ‘we make music easy to make’.

The Focusrite Group trades under eight established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Martin Audio, Optimal Audio and Ampify Music. With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry.

Music technology is an enriching space to work in and we enjoy a Group-wide open-door culture which encourages innovation. This culture, combined with a passion for the inspirational solutions we create, has led to the group winning numerous accolades, including three Queen's Awards for Enterprise and the AIM Company of the Year Award 2021.

The Focusrite Group is dedicated to building a great place to work and as an equal opportunity employer we are committed to Diversity and Inclusion. The group mission is to cultivate an equitable culture, internally and externally, where all people feel they are welcome and positively represented, whether office-based or working remotely. Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future.

Benefits include flexible/hybrid working, company pension, life insurance, private healthcare, employee purchase scheme, company music events, free breakfast/lunch in the canteen at Focusrite HQ. We arrange company training sessions and encourage personal development.