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CUSTOMER SUPPORT REPRESENTATIVE - GUITARS

Job Descriptions

CUSTOMER SUPPORT REPRESENTATIVE - GUITARS

This is your chance to join an internationally recognised business / brand, who in a substantial period of growth.

They are looking to appoint a Customer Support representative to join their talented team on a full-time basis. This is a very diverse position, where you will primarily be responsible for outstanding customer service and support to their customers, whilst maintaining a supporting role to the wider Service Team where additional resource is required. This is an active role where collaboration with people across the Company and wider world is essential, with a high level of computer literacy being essential.

Besides the proven Customer Support experience, you will need to be a guitar player / musician, with a good understanding of the brands and products of the musical instrument industry.

Company Benefits

  • Company performance and individual bonuses
  • 33 days holiday
  • Sick pay
  • Death in service cover
  • Unique, relaxed environment
  • Casual dress code

Commutable From: Northampton, Wellingborough, Rugby, Kettering, Bedford, Milton Keynes

Key Responsibilities (but not limited to)

  • The Customer Support Representative will offer customers exceptional customer service and product support
  • Responding to all external requests for support received via multiple channels within and agreed timescale
  • Communication with product users, UK dealers and international distributors
  • Proactive improvement of existing customer experience. Ownership of and upholding the Customer Service Charter, being a first point of contact for incoming calls to the business
  • Maintaining and developing the Company’s CRM and other contact tracking systems
  • Managing and despatching customer orders for client’s merchandise, Administering the online customer portal, organising product collections and deliveries
  • Proactively monitoring online channels for support requests and delivering excellent customer service accordingly, providing customer service data and basic data analysis 

Qualifications and Experience Required

  • GCSE’s – minimum Grade C for English and Mathematics
  • Experience of customer contact in a service environment, Customer Support / Customer Service
  • Guitar player/musician, with a good understanding of the brands and products of the musical instrument industry
  • Excellent verbal and written communication skills with an excellent grasp of the English language
  • Good numerical and analytical skills
  • Strong IT skills, with experience of troubleshooting resolving common problems independently
  • Experience in digital audio recording and using music software e.g., DAWs, plugins would be useful 

Customer Support Person Specification

  • Excellent interpersonal skills and an outgoing nature 
  • An ability to build professional relationships with people at all levels
  • High level of attention to detail and highly organised
  • Independent and self-reliant
  • An Ability to manage working time effectively and prioritise assignments appropriately
  • A flexible approach to work
  • Driven, passionate and a definite go-getter. Enthusiastic, conscientious, committed and dependable

Probe Technical Recruitment, providing Back Office Recruitment Support since 1994