[Customer & Technical Services Specialist @ Monitor Audio Group - Full Time]

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Customer & Technical Services Specialist @ Monitor Audio Group - Full Time

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About the job

 

Customer & Technical Services Specialist

Monitor Audio Group is a British Audio manufacturer of some of the world’s most respected and innovative high-fidelity brands. There are currently three British brands that make up the group: Monitor Audio, Roksan and Blok, covering solutions for Hi-Fi, Electronics, Home Theatre, Architectural speakers, and Hi-Fi furniture. Each has its own unique story, and each brings the listener closer to the music and film they love.

 

Monitor Audio Group is proud of its legacy but equally proud of its continuing mission to seek excellence in sound – the worldwide accolades and awards that we receive are testament to the team's continued ambition to innovate and perfect the craft, allowing customers to experience a truly enhanced high-fidelity listening experience.

 

Monitor Audio Group is now looking to enrich the Customer and Technical Support Department through the placement of a highly motivated and technically minded Customer & Technical Services Specialist to drive the group’s UK growth ambitions within this segment and support its nationwide specialist distribution and independent integration and retail partners.

 

The role

Reporting into the Customer Service and Technical Manager, the Technical Services Specialist role will involve handling technical support queries, customer phone calls and booking in returns and repairs with dedicated technicians.

 

The ideal candidate will have an interest in audio and enthusiasm for providing great customer service across three well-established premium British brands.

 

You’ll work as part of a close-knit team of experts and play a role in the deployment of the Group’s global customer support.

 

Main responsibilities

• Manage all customer returns through to closure
• Ensure the Return Merchandise Authorisation (RMA) process is followed, and data is maintained in line with procedures
• Book collections/dispatch of returns with couriers
• Collect card payments from customers as applicable
• Process spare parts orders for picking by the warehouse
• Handling customer phone calls, emails and live chats with exceptional customer service and technical information
• Assist in the production of RMA performance statistics and trends analyses
• Contribute ideas and solutions towards the department’s goal of improving the customer experience of Monitor Audio customers

 

Desirable qualities

• A strong understanding of customer service principles
• Proactive approach to problem-solving and troubleshooting
• Strong verbal communication and writing skills
• Proficiency in Microsoft Office and Adobe Acrobat
• Experience in SAP or other Enterprise Resource Planning (ERP) software
• Ability to work collaboratively in a team
• Enthusiasm and willingness to learn
• Familiarity or interest in audio/hi-fi is considerably preferred

 

Interfaces and reporting lines

The Customer & Technical Services Specialist role will be based at the Monitor Audio HQ in Rayleigh, Essex. This is a full-time, in-office role, and Monitor Audio Group will provide a comprehensive package for the right candidate.

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• Author
  StereoNET, On 11/11/25
• Category
  Wholesale & Distribution
• Type
  Full Time
• Salary
  Not Disclosed
• Work from home
  No
• Weekly Working Hours
  Not Disclosed
• Position
  Customer & Technical Services Specialist
• Working Location
  Rayleigh, England, United Kingdom   [ View map ]