Customer Support Specialist

About the role

lgroup is looking for a Customer Support Specialist to join its teams shaping the future of sound. Reporting to the Head of Customer Service, EMEA, the specialist provides exceptional service to international customers by answering inquiries by phone and email, troubleshooting problems remotely and giving detailed product information. The role is based in the Marcoussis office with two days of home office per week.

Key responsibilities

• Respond to customer inquiries by phone, email and chat in a timely and professional way.
• Resolve issues by researching answers and guiding customers through corrective steps.
• Document interactions and issues in the company's CRM system and follow up until customers are satisfied.
• Collaborate with other departments on complex issues and maintain strong product knowledge.
• Create quotations for replacement parts, process spare parts orders and warranty claims, and monitor invoicing, payments and shipments including customs formalities.
• Help develop and update service procedures, policies and standards, and report quality issues to the Quality team.
• Assist in training new team members on support protocols and best practices.

Required profile

• Previous customer support experience in an international environment; professional audio or similar technical products preferred.
• Fluent written and spoken English.
• Strong problem-solving skills, attention to detail and ability to work independently and in a team.
• Empathetic and clear communicator with excellent computer skills.

Required skills

• Microsoft Office
• Dynamics 365 CRM or similar

Occasional short assignments for training or maintenance may occur once or twice a year, within France or abroad.