Customer Support Associate

2 weeks ago

Ultimo, Australia Apra Amcos Full time

APRA AMCOS is a member-owned music rights management organisation, positioned at the intersection of music, data and technology. We have more than 119,000 members who are songwriters, composers and music publishers. We license organisations to play, perform, copy or record our members’ music, and we distribute the royalties to our members.

In Australia, a popular way to secure that permission is through a OneMusic Australia licence. Our OneMusic team educate the designated industry sectors about licensing obligations and our role in ensuring our members are paid for playing their works. Once licensing is established, the Customer Relations team assist businesses (licensees) with their day-to-day queries and attend to incoming queries for the OneMusic brand.

We are seeking a Customer Support Associate to be based in our Sydney office to help fulfil this function. This role is a full-time permanent position, reporting to the Customer Relations Manager. As a customer support associate, you will be providing responsive customer service, working to Service Level Agreements (SLAs), with a standard of excellence to sustain ongoing licensing. Your role will also include educating both licensees and the public of their licensing obligations, including ensuring music creators are paid for the performance of their works.

**Your responsibilities will include**:

- Managing and resolving phone and written queries from licensees including the handling and escalating of disputes and complaints
- Maintaining accounts including contact detail updates, changes of ownership and cancellation information
- Cultivating knowledge of the company’s portfolio of licences and tariffs
- Evaluating and managing held accounts with a view to reducing where possible

**To thrive in this role you will need**:

- Minimum 2 years’ experience in portfolio management of high-volume accounts, including continuous evaluation
- Great phone manner demonstrating well-developed interpersonal skills and a customer focus
- Experience in conflict resolution and building rapportStrong computer literacy and intermediate ability in Microsoft Office Suites

**How to apply**:
**_Please Note: _**_Visa sponsorship is not available for this position. All applicants must have current and valid working rights in Australia or New Zealand.

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