Customer Support Supervisor

4 months 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 seeking an experienced Customer Support Supervisor to join our UK-based Dawsons team. In this role, your primary focus will be maintaining exceptional service standards and improving customer satisfaction. Your retail sales expertise, knowledge of the sales cycle, and ability to manage and motivate a team will be key to your success.
- Provide customers with service, product knowledge, and expertise.
- Supervise and guide customer support representatives, ensuring they provide a high level of customer service.
- Direct and facilitate the sales of 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.
- Guide the team in identifying customer needs, clarifying information, researching issues, and developing solutions to manage dissatisfied customers effectively.
- Monitor personal/team qualitative and quantitative goals, inspiring the team to achieve these targets.
- Lead participation in sales and marketing events, roadshows, and other promotional activities as needed.
- Ensure completion of daily customer support tasks, and troubleshoot issues as they arise.
- Oversee and manage customer returns and exchanges, ensuring a smooth and satisfactory process.
- Coordinate inventory maintenance, including regular stock checks and merchandise restocking as necessary.
- Manage the delivery and packaging of stock, adhering to company guidelines for safe and secure handling.
- Oversee the click-and-collect process, ensuring clear instructions and prompt service for customers.
- 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 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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