Customer Service Assistant

Focusrite is a global music and audio technology group that develops and markets products for recorded and live sound. The Customer Service Assistant will support e-store customers with purchases, order tracking, product registration, software activation, returns, and technical inquiries through phone, email, and live chat. The role will also coordinate customer feedback, support operational tasks, manage reviews and spare-parts orders, and collaborate with global and internal teams.

Responsibilities:

• Act as the focal point for all inquiries relating to the Focusrite/Novation/ADAM Audio 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, software activation, and installation
• Facilitate operational tasks between end-users, resellers, and internal and external distribution partners for various brands in the group
• Provide feedback to the e-commerce team in bi-weekly meetings on common issues reported by the field team, focusing on making the site and our support services easy for the customer
• Coordinate incoming feedback and technical inquiries to the Support team
• Monitor and respond to TrustPilot reviews coming in from customers
• Work closely alongside global support team members, assisting where necessary and collecting feedback on common customer issues from different territories
• Facilitate and manage spare parts orders in region-specific territories
• Provide updates for FAQ page
• Participate in the Focusrite/Novation beta testing program

Requirements:

• General knowledge and interest in our product offerings and family of brands
• 1+ years of customer service experience
• Possess clear communication skills through phone and email
• Ability to assist customers with exceptional listening skills and to stay calm and helpful in any customer scenario
• Good working knowledge of Mac and PC platforms, with familiarity with the Microsoft Office Suite
• High School Diploma, general education degree, or equivalent experience
• Experience with Phone systems is a plus