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Customer Service Advisor

Salary £22,308
Location Leicester
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

We have an exciting opportunity for a Customer Service Advisor to join the team to provide an efficient customer focused service through a variety of contact channels, resolving queries and complaints.

This role is supported by a comprehensive training programme and is offered on a hybrid basis so that you benefit from the balance of working three days a week from our modern office space and two days a week working from home.

You will:

  • Proactively manage customer contact through a variety of channels (telephone, email, live chat and whitemail) and respond to queries and complaints within agreed service level agreements. 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
  • 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

You will:

  • Have a minimum of 1 years’ experience in a similar role
  • Be experienced using Microsoft Office – Word, Excel, PowerPoint and Outlook
  • Have experience within a contact centre or highly audited/monitored environment
  • Have good verbal communication including a good telephone manner
  • Be educated to at least A Level standard
  • Have experience of invoicing and date sensitive account management
  • Have experience of dealing with first line complaints

#IND1

If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.

Benefits

Brilliant
Pension

Refer a Friend Scheme (Earn Up To £500)

Cycle To
Work Scheme

Healthy
Food & Snacks

£120 Annual
Music Voucher

Perkbox Giving You Access To Over 4,000 Deals and Discounts

Casual
Dress Code

25 Days Holiday + Bank Holidays (Increases With Tenure)

Modern Office Space With Music Relaxation Areas

The Company

If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.

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Published

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Closing

in X days

{Expiry}