Customer Experience Specialist

Customer Experience Specialist Department: Technical Support Employment Type: Full Time Location: Ash Vale, UK Reporting To: European Service Manager Description Reporting to the European Service Manager, the successful candidate will play a pivotal role in enhancing customer satisfaction across our global marketplaces. The job holder will be responsible for analysing customer feedback, reviews, and vendor data (support tickets, RMAs, concessions etc) to identify trends, flag quality issues, and drive actionable improvements. The candidate will also be proactive in helping to resolve escalated customer inquiries and collaborate cross-departmentally to help create materials and resources to help improve the overall customer experience and satisfaction. Key Responsibilities Analyse customer reviews and vendor data (e.g., concessions, return reasons) to identify trends in dissatisfaction and quality issues and report back to management with improvement strategies. Review and reply to Andon cords received from Amazon. Liaise with customers to help bring outstanding customer service tickets to a positive resolution. To work cross-company to help create content and resources to improve the wider customer experience and reduce areas of dissatisfaction. Respond to customer questions online and on multiple global marketplaces. Skills, Knowledge and Expertise Background in manufacturing, distribution, or e-commerce, with a strong understanding of quality control, return logistics, and technical product specifications. Passion for music technology and familiarity with the inMusic product portfolio, or a keen interest in learning the technical aspects of audio products. Excellent communication and reporting skills, with experience presenting data-driven insights (e.g., Excel pivot tables, review analysis) to senior management. Creative flair and attention to detail, with experience creating customer-facing content (e.g., PDPs, setup videos, support guides). 2-5 years of experience in customer experience, e-commerce, or technical support, with a track record of improving customer satisfaction. Benefits 24 days annual leave (plus public holidays) Private healthcare Pension scheme inMusic UK Employee Assistance Programme Cycle To Work scheme Staff discount on inMusic products (for personal use only) GBP 1,000 annual allowance for training and development Sick pay

Location: Ash Vale, Surrey, GB

Posted Date: 8/1/2025