Reporting to the Head of Customer Service, EMEA, the Customer Support Specialist will be responsible for providing exceptional service and support to international customers. This role involves answering customer inquiries by phone and email, troubleshooting problems remotely, offering solutions, and providing detailed product information.
Based in our office in Marcoussis, France, with two days of home office per week, the ideal candidate will be experienced in remote troubleshooting, possess excellent problem-solving skills, and have a passion for delivering high-quality service within a fast-paced environment.
The ability to empathize, communicate clearly, and solve problems efficiently is critical in this role.
Responsibilities:
Respond to customer inquiries via phone, email, and chat, in a timely and professional manner.
Resolve customer issues by identifying problems, researching answers, and guiding customers through corrective steps.
Document customer interactions and issues in the company’s CRM system.
Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
Collaborate with other departments to address complex customer issues and improve overall customer satisfaction.
Maintain a good level of product knowledge to assist customers effectively.
Create quotations for replacement parts based on diagnostics carried out.
Process spare parts orders and warranty claims.
Monitor invoicing, payment, and shipment of goods, including managing customs formalities.
Assist with the development and update of service procedures, policies and standards (manuals, troubleshooting documents and tools).
Assist management with the monitoring of key indicators and trends, documenting and reporting quality issues to the Quality team and other departments as required.
Assist in training new team members on customer support protocols and best practices.
Skills and educational background:
Previous experience in a customer support role within an international environment, ideally in the professional audio industry or similar technical products preferred.
Proficient in English, both written and verbal.
Strong problem-solving skills and attention to detail.
Ability to set own priorities and work independently and as part of a team.
Excellent computer skills, including Microsoft Office and Dynamics 365 CRM or similar
Excellent interpersonal skills, showing empathy and a positive attitude when dealing with customers.
Location and travel:
The position is based in Marcoussis, France.
Occasionally, there may be short assignments for training or maintenance at other locations, either within France or internationally, occurring once or twice a year.
Other:
This Job description may be periodically modified to suit the Company’s business objectives.
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