At a Glance
- Tasks: Support customers with pre-sales and post-sales queries across Europe and Asia.
- Company: Join KEF, a leading UK audio brand known for innovation and quality.
- Benefits: Hybrid work model, competitive salary, and opportunities for growth.
- Other info: Collaborative environment with a focus on continuous improvement and customer satisfaction.
- Why this job: Be part of a dynamic team enhancing customer experiences in the audio industry.
- Qualifications: Fluent in English and French, with experience in customer service or technical support.
The predicted salary is between 27000 - 33000 £ per year.
About KEF
With over 65 years of innovation and audio expertise, KEF is a UK-founded premium audio brand renowned for designing high-performance wireless and traditional Hi Fi speakers, subwoofers and headphones.
Known for pushing the boundaries of sound engineering, KEF combines cutting-edge technology with elegant design to create exceptional listening experiences.
KEF products are distributed globally and have received numerous international awards for sound quality, design and innovation.
Part of the GP Industries Group, headquartered in Hong Kong, KEF is on an exciting growth journey and, with its strong product portfolio, has a significant opportunity to reach and engage a broader global consumer audience.
About The Role
The Customer Success Operations Specialist provides front-line pre-sales and post-sales support to customers across designated European markets, with opportunities to support cases across Asia.
The role combines product and connectivity support with ownership of customer cases involving RMA, spare-parts ordering, e Commerce enquiries and service coordination.
Working closely with customers, distributors, dealers, service partners and internal teams, the position ensures cases are handled accurately, professionally and through to resolution.
The successful candidate will be technically capable, customer-focused and calm under pressure, with a collaborative, low-ego and team-oriented approach.
This is a hybrid role - minimum 3 days per week based in the Maidstone office (KENT)
Responsibilities
- Provide front-line pre-sales and post-sales support through phone, email and live chat.
- Diagnose customer needs and provide clear product, technical and connectivity guidance.
- Take ownership of customer cases through to resolution or appropriate escalation.
- Handle complaints calmly and professionally, including difficult or sensitive cases.
- Coordinate RMA, spare-parts ordering, e Commerce enquiries and service-related follow-up.
- Work with distributors, dealers, authorised service partners and internal teams to resolve customer issues.
- Support distributor portal administration, including user access and redemption claim follow-up.
- Maintain accurate customer, case and order records in relevant systems.
- Escalate recurring product issues, field returns and quality feedback to the appropriate teams.
- Provide cross-market support across Europe and Asia, gaining exposure to different customers and service operations.
- Follow company policies, procedures, workflows and data-protection requirements.
- Share customer feedback and operational insights to support continuous improvement.
- Perform other reasonable duties as required.
Requirements
Fluent written and spoken English and French, plus either Dutch or German .
- Previous experience in Customer Success, Customer Service or technical support.
- Practical knowledge of Hi Fi, audio products or consumer-electronics connectivity is essential.
- Confident troubleshooting Wi-Fi, Bluetooth, home-networking and app-connectivity issues.
- Able to explain technical information clearly to non-technical customers.
- Customer-focused, calm and professional when handling complaints or difficult cases.
- Strong ownership, organisation, problem-solving and follow-up skills.
- Collaborative, dependable and comfortable supporting colleagues across markets.
- Proficient in Microsoft Office package, especially in Excel, Power Point and salesforce CRM system will be an advantage.
For more company and role details, please visit our website at https://uk. kef. com/ .
Please send your full CV with current and expected salary by clicking \"Apply\".
KEF is an equal opportunity employer.
All qualified applicants are considered without regard to race, sex, age, religion, sexual orientation, gender identity, national origin, status, or disability.
Personal data will be kept confidential and used solely for recruitment.
Application data will be retained for 12 months then destroyed.
Customer Success Operations Specialist (English & French with Dutch or German) in Maidstone employer: KEF | Kent Engineering & Foundry
At KEF, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. Our Maidstone office is not only a hub for cutting-edge audio technology but also a place where employees can thrive through continuous learning and development opportunities. With a strong commitment to employee well-being and a culture that values teamwork and diversity, KEF is the perfect place for those looking to make a meaningful impact in the audio industry.
Contact Details:
KEF | Kent Engineering & Foundry Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Specialist (English & French with Dutch or German) in Maidstone
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KEF | Kent Engineering & Foundry. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like KEF | Kent Engineering & Foundry before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Operations Specialist (English & French with Dutch or German) in Maidstone
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to KEF | Kent Engineering & Foundry:Your cover letter is your chance to shine! Tell us why you want to work at KEF | Kent Engineering & Foundry specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at KEF | Kent Engineering & Foundry!
How to prepare for a job interview at KEF | Kent Engineering & Foundry
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
