Job Description

To provide an efficient customer focused service through a variety of contact channels, generating new business invoices / customers.

Key Responsibilities

To proactively manage customer contact through a variety of channels (telephone, email, web forms and direct mail) and process new business invoices. This will include:

• Taking inbound sales enquiries and converting to customers.
• Checking against the knowledge base for the required tariff information etc. where needed to ensure customers are appropriately licensed.
• Verifying and gathering the relevant information and additional customer information where appropriate.
• Licensing customers at the first point of contact where possible.
• Dealing with any existing customer queries in an efficient manner and providing the transferring them to the correct department.
• Creating leads where needed and ensure the correct Salesforce process is followed to license each customer.
• Taking ownership of your customer through to resolution (license).
• Set and complete appropriate tasks and maintain comprehensive notes relating to customer leads / accounts.
• Maintain accurate notes in the CRM system (Salesforce).
• Use objection handling techniques to proactively resolve any customer queries or objections.
• Effectively obtain evidence of music usage within the business to ensure customers are adequately licensed and we are maximizing revenue.
• 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.
• Work cooperatively and supportively with other teams in order to ensure the customer experience is positive and the required revenue targets are met.
• Develop and maintain knowledge of market sectors, in order to support delivery of the revenue targets.
• Develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law.
• Undertake other tasks as reasonably requested.

Required Knowledge, Skills, and Abilities

Educated to at least A Level standard. Competent using Microsoft Office – Word, Excel, PowerPoint and Outlook. Worked within a call Centre or highly monitored environment desirable. Minimum of 1-2 years’ experience in a similar role desirable. Good verbal communication including a good telephone manner. Experience of copyright or licensing in a structured environment (desirable). Experience of invoicing and date sensitive account management. Negotiation Proactive. Sales through service approach. Communication skills. Influence and persuasion. Drive for results. Team work and attention to detail. Quality and accuracy. Planning and organizing.