Customer Service Representative

Vista Musical Instruments is an innovative, global collective of music-related brands dedicated to building meaningful products and experiences for the music community. Brands include MONO, Harmony, Heritage Guitars, Teisco, Swee Lee, Dawsons, and Manny’s. Vista Musical Instruments is headquartered in Singapore, with operations in the USA, UK, and APAC, and is a part of Caldecott Music Group.

Established in 1946 and headquartered in Singapore, Swee Lee is South East Asia's leading omni-channel musical instrument and lifestyle retailer and distributor. Committed to community and creativity, the brand's mission is to be the region's trusted house of music and expression. Swee Lee is known for curating immersive experiences at their cafes and Local store concepts, and matching customers with the products and services they need throughout their musical journey. With a legacy rooted in thoughtfulness, resourcefulness, and enthusiasm, Swee Lee embodies a passion for music that resonates across the region. Swee Lee is a part of Vista Musical Instruments and has locations in 5+ countries across South East Asia.

Job Overview:

We seek a dedicated and dynamic Customer Service Representative to join our team. The ideal candidate will excel at providing exceptional customer support to our US-based clients while also being able to identify and nurture sales opportunities. This role is pivotal in ensuring a seamless experience for our customers, addressing inquiries, resolving issues, and fostering long-term customer relationships.

Responsibilities:

• Respond promptly to customer inquiries via email, chat, and phone within the US working hours.
• Address and resolve customer issues related to orders and account management.
• Provide detailed information about our products, services, and policies.
• Identify opportunities for selling relevant products.
• Assist potential customers in understanding the value of our offerings and converting inquiries into sales.
• Build and maintain strong relationships with customers to enhance loyalty and retention.
• Act as a brand ambassador, embodying the values and mission of VMI.
• Provide feedback to improve customer service processes and contribute to developing new support tools.
• Collaborate with other departments to address recurring issues and enhance the customer experience.

Requirements:

• Proven experience in a customer service or sales support role, preferably in the music industry.
• Strong communication skills, both written and verbal.
• Demonstrated ability to manage and resolve customer concerns effectively.
• Experience with CRM tools (e.g., Gorgias, Salesforce, Zendesk) is a plus.
• A self-motivated, proactive approach with strong problem-solving skills.
• Familiarity with the US market and culture.
• Passion for music and a keen understanding of the industry’s dynamics.
• Ability to work flexible hours to accommodate customer needs within the US time zone.