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About the Role

As a Customer Support Agent, you will be the primary contact for customers, assisting music enthusiasts globally in maximizing their experience with our award-winning hi-fi products. Your role is crucial for maintaining customer trust and loyalty by providing technical guidance and resolving issues with empathy and efficiency.

Responsibilities

• Respond to customer inquiries via Zoho Desk, email, live chat, social media, and phone with clarity, care, and a focus on solutions.
• Provide jargon-free technical troubleshooting guidance to empower customers.
• Manage warranty and return (RMA) requests, including replacements, repairs, and refunds.
• Conduct outbound calls to resolve complex support issues when necessary.
• Coordinate with service centers and global teams to ensure customers are kept informed.
• Ensure all customer interactions reflect company values of trust, warmth, and respect.
• Address a minimum of 50 support tickets daily, maintaining a Customer Satisfaction Score (CSAT) of 95% or higher.
• Ensure all tickets receive a response within 24 hours (Mon-Fri) and remain within Service Level Agreements (SLAs).
• Monitor support feeds and channels to manage all inboxes effectively.
• Oversee and approve return requests.
• Monitor Pending Replacement and Refund queues for timely updates.
• Identify and flag content needs and improvements for the Customer Help Centre.
• Contribute to Help Centre updates with FAQs, troubleshooting steps, and product information.
• Champion empathy, excellence, and a customer-first approach in all responsibilities.
• Collaborate with Product, Marketing, and Operations teams to share customer insights.
• Proactively report recurring issues to enhance service and product experiences.
• Embrace continuous improvement in tools, processes, and customer outcomes.

Requirements

• Hands-on customer support experience with audio, hi-fi, or consumer electronics products.
• Ability to troubleshoot technical issues related to these products.
• Empathetic communication skills and a genuine enjoyment of helping people.
• Strong organizational skills with the ability to manage multiple priorities.
• Proactive mindset and collaborative spirit.
• Experience with AI as a copilot or a strong willingness to experiment with and integrate AI design tools into workflows.

Skills

• Zoho Desk
• Zendesk
• AI tools

Location

• Fully remote (outside UK)
• Hybrid (London, UK)

Work Type

• Contract
• Hybrid
• Remote
• Full-time

Experience Level

• Based on experience

Salary/Compensations

• Competitive rate, based on experience.

About the Company

• Cambridge Audio is an independent global audio company dedicated to making high-quality sound accessible.
• We offer award-winning products including headphones, lifestyle audio, and premium hi-fi, alongside our music streaming platform, StreamMagic.
• Our company culture is driven by a shared love for music, a commitment to exceptional products and customer experience, and strong team spirit.
• Core values include: Made By Music, Pride in our product and service, Embrace the culture (Integrity, Innovation, Energy, Openness, Teamwork, Diversity, Flexibility, Fun, Music), and Make an impact.

Equal Opportunity

• Cambridge Audio is committed to building a diverse and inclusive team.
• We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion, sex, sexual orientation, or any other protected characteristic.
• Adjustments to the recruitment process can be provided upon request.