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Vacancy title
Customer Service Agent
Work Model
Work from Home
UK | UK Remote, any Location, GB
Required language
Contract type
Employment type
Full time
Closing date

About Foundever ™    
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.


Customer Service Agent

About the job… 

We are currently recruiting for a Customer Service Adviser to join an exciting Client, Harman, leader in Personal, Home and Car Audio systems.

The main purpose of this role is to work closely with the client to provide professional and efficient support to their customers.

The role is Monday through Sunday, giving you flexibility around your work life balance.

 What You’ll Do 

  • Manage incoming contacts including inbound calls, emails, chats & Social Media.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Provide accurate, valid and complete information by using the right processes/tools.
  • Work with spare parts and marketing departments to resolve problems
  • Ensure accurate documentation of each contact
  • Handle contacts related to
    • Resolve consumer complaints related to service centres, products, business practices, policies, etc.
    • Questions concerning consumer audio electronics: headphones, portables, home audio and car audio products
    • Online web-sales support: Product and Parts sales, returns, refunds, fraud
    • Products’ features, benefits, applications, compatibility, and comparability
    • Recommend new products – Up sell and Cross sell wherever possible
  • Take initiative to learn new programs and scenarios, increase knowledge and understanding of their products.
  • Report problems related to customers, operations, telephone system and/or system hardware/software to appropriate resource.
  • Abide by their policies and security requirements.
  • Make outbound calls to customers when needed according to procedure.
  • Advise customers of the most appropriate options/solution
  • Using your initiative to decide if a problem/query should be escalated


Skills You’ll Need… 

  • Passion for music & Customer Service
  • To respond to all client activities within given timescales, efficiently, effectively and accurately
  • Good interpersonal and communication skills  
  • Excellent troubleshooting skills
  • Basic knowledge about WIFI and home network. Connect PC, Phone or tablet to network access.
  • Knowledge / awareness of Bluetooth, standard A/V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows
  • Streaming Services knowledge
  • Fluent in English  – both written and verbal
  • To have the ability to manage own workload within a demanding environment
  • Excellent attention to detail
  • Commitment to a high level of accuracy

Desirable Skills 

  •  Technical background would be an advantage

Working Hours

  • 37.5 hour contract
  • Monday to Sunday between 8am to 5pm
  • Weekends between 8am to 4.30pm


  • Epoints: employee benefits scheme that works with the best UK retailers  
  • Learning and Development courses  
  • Career opportunities within the account and across site
  • Monthly incentives