Customer Relations Associate

6 days 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 124,000 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.

Our OneMusic team educate the designated industry sectors about licensing obligations and our role in ensuring our members are paid. Once licensing is established, the Customer Relations team assist businesses (licensees) with their day-to-day queries for the OneMusic brand.

This role is a full-time permanent position, reporting to the Customer Relations Manager. As a Customer Relations 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.

**The role is based in our Ultimo office, which is on Gadigal land.**

**As a Customer Relations Associate, 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'll 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 rapport.
- Strong computer literacy and intermediate ability in Microsoft Office Suites.Advanced comprehension and written communication skills.

**What You'll Love**:

- Our friendly and collaborative work environment. Our team thrives on our values of collaboration, respect, skill, imagination, and accountability.
- Hybrid work options, combining the convenience of remote work with in-office collaboration.

Generous employee benefits such as: learning and development programs; 18 weeks paid parental leave (including for adoption, foster or kinship care); discounted private health benefits; novated lease vehicles arrangements; access to financial services; employee assistance programs and more.

**Application Process**:
**Contact Information**:

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