Customer Service Assistant - Temp
The Focusrite Group, United States
Job Description
Customer Service Assistant - Temp
Based: El Sugundo, CA
Term: Temporary
Salary: $10,250-$10,750 for Temporary 3-month Term
The Role:
Working as part of a Global cross-functional team, answering enquiries relating to e-store purchases, product registration and software activation by phone, email, and live-chat, and working pro-actively to reduce the number of incoming inquiries. Coordinating sales emails coming into the Support dept. and beta feedback. Assist with responding to customers via Social Media Channels.
Relationships:
a) Responsible to: Customer Service Supervisor
b) Liaison with: E-Store customers, website account users, global support team, E-commerce team, QA department, Sales, Logistics and Logistics partners.
Main tasks of the job:
- 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 and returns via email, phone and live-chat.
- Assist customers with the initial stages of using their products, including product registration, and software activation and installation.
- Help facilitate operational tasks between end-users, resellers, internal amp; external distribution partners for various brands in the group.
- Feedback to e-commerce team in bi-weekly meetings of common issues reported from the field with a focus on making the site and our support services easy to use for the customer.
- Coordinate incoming feedback and technical enquiries to the Support team.
- Monitor and respond to TrustPilot reviews coming in from customers.
- Respond to pre-sales questions on Amazon.
- Assist with responding to customers via various Social Media channels when applicable.
- Work closely alongside global support team members providing assistance where necessary and collecting feedback on common customer issues from different territories.
- Update the E-store FAQ page.
- Participate in the Focusrite/Novation beta testing program.
About you:
- General product knowledge and active interest of our participating brands
- 1+ years of customer service experience
- Possesses clear communication skills through phone amp; email, ability to stay calm under pressure, strong listener, and patient with customers.
- Experienced in both Mac and PC environments, familiarity with Office software and phone system a plus.
- High school diploma, general education degree, or equivalent / University or College degree encouraged but not required.
- Spanish speaker preferred.
- Availability to work on the weekend.
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 eleven established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research and Sonnox. 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.
Comprehensivebenefitspackage includes medical insurance, life assurance, short term and long-term disability, dental, vision, 401K employer contribution, 28 days PTO, staff discount on company products and merchandise. Group bonus scheme.