Remote Customer Support Agent - Audio/Electronics Experience Required in Essex

Department: Customer Support Reports to: Customer Support Manager Location: Fully remote for candidates based outside the UK, or UK-based hybrid (within travelling distance of London) Role Type: 3-month contract initially, with the potential to extend or move to a permanent role, depending on business needs. 3-5 days per week depending on your availability. Hours will be Mon-Fri, 9am-5pm UK time About Us At Cambridge Audio, we're a different sort of global audio company, resolutely independent and always authentic. We're on a mission to break down barriers to top-tier sound, so it's not the exception, but the norm. It's what we've been doing for over 50 years, and we're only just getting started. Our award-winning product lineup includes headphones, lifestyle audio, and premium hi-fi. We also own StreamMagic, our own music streaming platform, plus a music venue and bar called Melomania at our London Bridge HQ. Work at Cambridge Audio is more than just a job. We're passionate about what we do, and have fun doing it, developing our skills and careers, plus those of the colleagues around us. Learn more at https://cambridgeaudio.com/about-us Our Culture A shared love for music and a commitment to exceptional products and customer experience drive us. With strong team spirit across our five global offices, our core values define our work: Made By Music - Inspired by shared passion and independence. Pride in our product and service - Obsess over detail, always learning and improving. Embrace the culture - Integrity, Innovation, Energy, Openness, Teamwork, Diversity, Flexibility, Fun, Music. Make an impact - See it through. Go the extra mile. About the Role As a Customer Support Agent, you'll be the first point of contact for our customers, helping music lovers around the world get the very best from our award-winning hi-fi products. Whether it's helping someone get the best sound from their CXN100 or resolving a return request with empathy and speed, your role is essential in maintaining the trust and loyalty of our global customer base. This role requires genuine product knowledge. You'll need to understand hi-fi and audio equipment well enough to give customers real technical guidance, not just follow a script. Key Responsibilities Core Support Respond to customer queries via Zoho Desk, email, live chat, social, and phone in a clear, caring, solution-focused way Troubleshoot technical issues with jargon-free guidance that empowers customers Handle warranty and return (RMA) requests, including replacements, repairs, and refunds Make outbound calls when required to resolve more complex support issues Collaborate with our service centres and global teams to keep customers informed Ensure every interaction reflects our values of trust, warmth, and respect Ticket Management Respond to a minimum of 50 support tickets per day (unless otherwise prioritised) Maintain a Customer Satisfaction Score (CSAT) of 95% or above Ensure all tickets are replied to within 24 hours (Mon-Fri) and remain within SLA Monitor feeds and channels (AM/PM) to stay on top of all inboxes RMA, Replacements