Customer Support Advisor

We have an exciting opportunity for a Customer Support Advisor to join the New Business Management Team on a permanent basis. You will be responsible for providing an efficient customer focused service dealing with existing customer account queries. 

• Training: All roles will begin with 3 weeks of classroom based training from 9am to 5pm at our offices in central Leicester
• Following completion of training and on the job training this will move to a hybrid working pattern working 3 days a week from our modern office space and 2 days a week working from home.
• Working pattern: rotational shift pattern Monday to Friday, 8am to 6pm.

Key Tasks & Responsibilities

• Proactively manage customer contact through a variety of channels (telephone, email and whitemail) and respond to queries and complaints within agreed SLAs. This will include:
  • Reviewing and categorising queries and complaints
  • Checking against the knowledge base for appropriate responses to customer queries
  • Verifying and gathering additional customer information
  • Providing resolution at the first point of contact (call, live chat etc.), where possible
  • Escalating queries and complaints, agreeing methods of contact and providing timescales of resolution, where immediate resolution is not possible
  • Logging cases and notifying customers
  • Taking ownership of customer issues and ensuring resolution
• Set and complete appropriate tasks and maintain comprehensive notes relating to customer accounts.
• Confidently and efficiently undertake inbound and outbound calls, applying knowledge that leads to accurate licensing through the review of the customers’ account, always following quality and compliance standards.
• Use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases.
• Deliver a positive customer experience and proactively contribute to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded.
• Educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions.
• Demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers
• Raise, amend invoices, credit notes and refunds as required ensuring accurate tariff information is applied to all customer accounts.