Customer & Technical Services Specialist

Reporting to the Customer Service and Technical Manager, the Technical Services Specialist role will involve assisting with technical support queries, handling customer phone calls and booking in returns and repairs with dedicated technicians.

The ideal candidate will have an interest in audio and enthusiasm for providing great customer service across three well-established premium British brands.

You'll work as part of a close-knit team of experts and play a role in the deployment of the Groups' global customer support.

Main responsibilities

• Manage all customer returns through to closure
• Ensure Return Merchandise Authorisation (RMA) process is always followed, and data is maintained in line with procedures
• Book collections / dispatch of returns with carriers
• Collect card payments from customers as applicable
• Process spare parts orders for picking by warehouse
• Assist customer services team with other customer queries under the guidance of the Customer & Technical Service Manager
• Assist in production of RMA performance statistics and trends analyses
• Contribute ideas and solutions towards the department's goal of improving the customer experience of Monitor Audio customers

• A basic understanding of customer service principles
• Strong communication and writing skills
• Familiarity or interest in audio/hi-fi considerably preferred
• Proficiency in Microsoft Office and Adobe Acrobat
• Ability to work collaboratively in a team
• Proactive approach to problem-solving and troubleshooting
• Enthusiasm and willingness to learn

Interfaces and reporting lines

Pulled from the full job description

• Employee discount
• Free parking
• Company pension
• Cycle to work scheme
• On-site parking, * Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking

Monitor Audio Group is a British Audio manufacturer of some of the world's most respected and innovative high-fidelity brands. There are currently three British brands that make up the group: Monitor Audio, Roksan and Blok, covering solutions for Hi-Fi, Electronics, Home Theatre, Architectural speakers, and Hi-Fi furniture. Each has its own unique story, and each brings the listener closer to the music and film they love. Monitor Audio Group is proud of its legacy but equally proud of its continuing mission to seek excellence in sound - the worldwide accolades and awards that we receive are testament to the team's continued ambition to innovate and perfect the craft, allowing customers to experience a truly enhanced high-fidelity listening experience. Monitor Audio Group is now looking to enrich the Customer and Technical Support Department through the placement of a highly motivated and technically minded, Customer & Technical Services Specialist to drive the group's UK growth ambitions within this segment, and support of its nationwide specialist distribution and independent integration and retail partners.