Consumer Service Representative Ecom

1 month ago


Remote, United Kingdom Gibson Brands, Inc Full time

Gibson Brands, the world’s most iconic guitar brand, has shaped the sounds of generations of musicians and music lovers across genres for more than 100 years. As a 130-year-old start-up, Gibson has a legacy of world-class craftsmanship, legendary music partnerships, and progressive product evolution that is unrivaled among musical instrument companies.

The Gibson Brands portfolio includes Gibson, the number one guitar brand, as well as many of the most beloved and recognizable music brands, including Epiphone, Kramer, Steinberger, KRK Systems, and Mesa/Boogie. Gibson Brands is dedicated to quality, innovation, and sound excellence so that music lovers for generations to come will continue to experience music shaped by Gibson Brands. **Are you ready to help us share our sound?**

As a Consumer Service Representative Ecom, you will interact with consumers to provide information in response to inquiries about products and services and handle and resolve complaints. The primary goal is to ensure consumers receive accurate information and have a positive experience with Gibson's customer service.

Your main tasks will be:

- Conferring with consumers to provide information about products or services, take or enter orders, or obtain details of complaints.
- Support to Direct to Consumer (DTC) activities across channels including retail.
- Organizing Customer Service inbox/Salesforce/Reverb/Amazon.
- Determining solutions for services requested, collecting payments, ordering spare parts or other.
- Creating RMA’s across eCom, Marketplace & retail channels.
- Referring unresolved customer grievances to designated departments for further investigation.
- Reviewing warranty & service policy terms to determine whether a particular issue is covered.
- Obtaining and examining all relevant information to assess the validity of complaints and to determine possible causes.
- Answering questions on official Gibson forums.

Do you have the following skills and knowledge:

- High School diploma or equivalent required. College degree preferred.
- Degree in Customer Service or likewise.
- At least 2 years of experience in Consumer Care work.
- At least 2 years of experience of working in a fast paced, demanding environment.
- Experience with CRM systems.
- Previous experience with Amazon & other eCommerce platforms is ideal.
- Knowledge of Gibson products and services.
- Fluent in English and preferable one other language (German or French ideally).
- Strong organizational skills with attention to detail.
- Strong listening and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to deal with pressure and being able to prioritize tasks accordingly.
- Skilled with Microsoft office (Word, Excel, Teams and Power Point) & D365 ideally.

Is it also nice to know what we offer:

- Flexible working hours
- Informal environment
- Company Pension
- Optional Private Medical Insurance
- Market conform salary
- 25 paid holidays per year based on a full-time contract

**Is this your profile and you can’t wait to start rocking, don’t be shy and send us your resume**

**Job Types**: Full-time, Permanent

**Benefits**:

- Bereavement leave
- Company pension
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Application question(s):

- Do you have experience working with a CRM system? If yes, which one?

**Experience**:

- Customer service: 2 years (required)

Work Location: Remote



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