Customer Service Assistant

Customer Service Assistant Job Spec

Since our founding, Millers Music has been at the heart of music in our community. We believe that our mission “To inspire more musicians by making quality musical instruments and accessories accessible and sustainable for all.” is more relevant than ever today. Our team has literally travelled the world in search of the very best products for our customers, combining them with an industry-leading retail experience and supportive community.

We have created a culture that encourages innovation and self-improvement. We believe it is in this environment that our team can do their best work and in turn help more of our customers to achieve their goals. An exciting opportunity to join our team as a Customer Service Assistant has opened up. We are looking for an enthusiastic individual who loves music, can generate results, while delivering an Customer Service experience. The role will involve communicating effectively with client in the showroom, on the phone, and online using our Customer Service systems, helping resolve Customer Service issues, as well as supporting the Sales Team.

In this role you will be given the opportunity to develop Customer Service, communication, and organisation skills along with experience in a variety of business systems. Working in the music industry we are afforded the most incredible opportunities, where we meet some truly astounding and inspiring clients and industry partners. The successful candidate will gain great experience in not just the piano industry but also valuable skills in Customer Service, communication, organisation, and analysis/reporting.

Full role specification below. Closing date Friday 31st May.

ROLE SPECIFICATION:

Customer Service Assistant

Reports to:

Showroom Manager

Location:

Cambridge Showroom

Hours/Type:

Full time, 37.5 hrs per week. 5 days from Monday to Saturday

Pay:

£12.00-£13.00 per hour hour

Purpose of role:

• To support the commercial operations and showroom Sales Team by managing a variety of customer enquiries, resolving Customer Service issues.

Key Responsibilities:

• Taking ownership of Customer Service tickets, working independently and with the rest of the team to resolve issues and provide amazing service to our clients
• Talking enthusiastically to clients in the showroom, offering service and advice, collecting details where appropriate and referring to our demonstrators
• Managing piano tuning bookings using our appointment system including outbound calls to our clients
  
• Ensuring the showroom is maintained in a clean and tidy manner
• Using our stock control system to help book in stock, process invoices and maintain product data.
• Answering the phone and triaging calls to the relevant team members and dealing with the enquiries as outlined by the Customer Service handbook.
• Processing rental applications, preparing and maintaining rental stock inbound and outbound.
• Packaging web orders and dispatching to our clients.
• Managing the till cashing out procedure and ensuring transactions are completed correctly.

Education & Qualification:

• Educated to A-level or equivalent by experience

Knowledge & Experience

Essential

• Enthusiasm for and interest in music
• Previous experience in Customer Service role

Desirable

• Previous experience in a customer-facing role such as retail or hospitality
• Grade 5 (or equivalent) in a musical instrument

Skills:

• Excellent organisation, prioritising, and planning
• Administrative skills
• Excellent communication skills
• Excellent written communication
Strong IT skills, full training will be given but you will be expected to operate a variety of different web-based IT systems.

• 
  

Personal Qualities

• Results-orientated: Takes personal responsibility and ownership for understanding requirements and delivering results
• Commitment to Customer Excellence: Putting customers at the forefront of all decisions and service delivery, going above and beyond to ensure customers are satisfied
• Communication: You select the right methods of communication for the right people at the right time, building long lasting relationships.
• Trustworthiness: You are a reliable team member, delivering what you promise.
• Resourcefulness: Ability to analyse situations and solve issues especially in the interest of customers
• Focus: Makes time to complete quality work to achieve targets set
• Selflessness: Puts the needs of the business before oneself. Helps others in the team and our clients.

Compensation and details of Employment

• Basic salary commensurate with skills and experience in the range of £12.00-£13.00 per hour
• Hours 37.5 per week
• 28 days holiday a year including Bank Holidays and Birthday Bonus holiday