Customer Support Representative

2 weeks ago

London, United Kingdom Vista Musical Instruments Full time

Vista Musical Instruments is an innovative, global collective of music-related brands dedicated to building meaningful products and experiences for the music community. Brands include MONO, Harmony, Teisco, Heritage Guitars, Dawsons and Swee Lee. Vista Musical Instruments is headquartered in Singapore, with operations in USA, UK and APAC, and is a division of Caldecott Music Group.

We are looking for a Customer Support Representative to join us as we strive to deliver world-class service to our customers in the UK through Dawsons. As a sales professional, knowledge of the sales process is crucial - prospecting, qualifying, selling, overcoming objections, closing deals and following up. We want somebody who matches our spirit and ambitions, and someone who will challenge us to constantly push our boundaries.
- Provide customers with service, product knowledge, and expertise.
- Sell musical instruments and merchandise.
- Maintain a high level of customer service and satisfaction.
- Manage inbound and outbound calls in a timely manner.
- Assist callers with troubleshooting, navigating the company website, or using products or services.
- Facilitate online sales.
- Identify customer needs, clarify information, research every issue, and providing solutions to de-escalate situations involving dissatisfied customers.
- Achieve personal/team qualitative and quantitative goals.
- Participate in sales and marketing events, roadshows as needed.
- Complete daily customer support tasks.
- Oversee and manage customer returns and exchanges, ensuring a smooth and satisfactory process.
- Assist in maintaining an accurate inventory, conducting regular stock checks, and restocking merchandise as needed.
- Participate in the delivery and packaging of stock, adhering to company guidelines for safe and secure handling.
- Facilitate the click-and-collect process for customers, providing clear instructions and timely service.
- Ensure the successful operation of all retail procedures, from inventory management to online sales.
- Any other duties as the business may reasonably require.

**Requirements**:

- Ability to play an instrument is required (guitar or bass preferably). A thorough understanding of various musical instruments will be advantageous.
- Previous retail management or customer service experience.
- Excellent active listening skills and troubleshooting skills.
- A patient and empathetic attitude.
- Exceptional interpersonal and rapport building skills.
- Strong phone and verbal communication skills as well as active listening.
- Knowledge of CRM systems and practises, such as Shopify and Gorgias.
- Customer focus and adaptability to various personality types.
- The ability to multitask, set priorities, and effectively manage time.
- Proficient in English as well as other languages commonly spoken by callers.
- Excellent presentation skills, self-motivation, and teamwork are required.
- Excellent customer service and salesmanship.
- Computer literate with basic office software knowledge.
- Working on weekends.

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