Customer Service Assistant

1 week ago


High Wycombe, United Kingdom The Focusrite Group Full time

**Customer Service Assistant**

**Based**: High Wycombe

**Term**: Permanent, Full time

**Salary**: £25000pa + weekend premium max £4400pa + excellent benefits

**Core responsibilities**:

- Feed back 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.
- 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, our 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 thirteen established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard and TiMax. 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 six Queen's Awards, the AIM Company of the Year Award 2021 and regular appearances in 'The Sunday Times 100 Best Small Companies to Work For’.

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, safe and positively represented, because at Focusrite they truly are. 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, group bonus scheme, workplace nursery benefit, company music events, offsite company parties and free lunch in the canteen. We arrange company training sessions and encourage personal development.



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