Customer Support Representative

SUMMARY:

The Customer Support Representative will play a pivotal role in ensuring our customers, including dealers and end users, have an exceptional experience with Korg USA. With our wide range of product offerings this multifaceted position requires a passion for musical instruments, excellent communication skills, a knack for problem-solving and a providing a great customer experience.

A successful candidate for this role will develop a strong command of the company's customer service policies, customer shopping experience, be a team player, and be ready to learn our brand and products inside and out.

ACCOUNTABILITIES AND RESPONSIBILITIES:

• Build and maintain positive relationships with KUSA co-workers, dealers, sales staff, and end users while addressing inquiries, concerns, and providing timely resolutions

• Field incoming calls to the Customer Service call center

• Provide support to customers and staff with order entry, return/credit processing, and other general questions and assistance

• Develop an in-depth knowledge of our range of musical instrument offerings

• Assist customers with product-related questions, troubleshooting, and technical support via email tickets

• Guide customers through user level technical issues, offering step-by-step instructions and solutions

• Gather and provide feedback from customers and dealers to the product team to contribute to product improvement and development

• Provide weekly report of any recurring customer issues, trends, and propose solutions to mitigate similar problems in the future

• Monitor DTC store policies, listings, terms of service, to ensure information is always up to date

• Attend product training sessions on new products as they are introduced

• Assist in monitoring and updating support portals and FAQ’s making sure information is up to date

REQUIREMENTS / QUALIFICATIONS:

• Hard working, reliable, responsible, team player who brings a positive and helpful mental attitude to work every day

• Personable and outgoing

• Ability to work collaboratively with internal teams and external customers

• Genuine interest in providing the best customer experience

• Detail and solution oriented

• Ability to follow detailed instructions and procedures accurately and quickly

• Ability to communicate with confidence and have strong problem solving skills

• Excellent written and verbal skills

• Flexibility and ability to handle change

• Ability to multitask

• Superior telephone skills

• 1-2 years Customer Service experience in a call center and/or retail environment

• Proficiency in Microsoft Office

• Proficiency in CX ticketing software required. Zendesk preferred.

• Passion for music

• Advanced understanding and experience with electronic musical instruments such as synthesizers, digital pianos and dance/DJ gear

• Technical proficiency to understand and troubleshoot musical instrument-related issues

• Knowledge and understanding of the products distributed by Korg USA preferred

• High School or equivalent degree required, Associate’s degree preferred

• This position is on-site and will report to our Melville, NY office

This job description is not intended to be all inclusive. Employee may perform other related duties to meet the ongoing needs of the organization