Customer Care Representative

Job Description

As an Customer Care Representative with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists.
 

• Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat)

• Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release

• Maintain a customer satisfaction score of 85% or higher

• Handle a high volume of requests, averaging 60+ tickets per day

• Work with external partners (DSPs, payment partners etc) to resolve issues for artists

• Identify and report technical bugs to our product teams

• Offer insights and ideas on process development to help optimize the team’s workflows

• Other duties as required by department leadership

Qualifications

• At least 2 years of experience working in a high-volume support or customer service environment.

• Knowledge of current music and technology industry trends.

• Clear, concise, and warm communication, both written and verbal (internally and externally).

• Working knowledge of Mac or Windows, Slack, Google Suite, and other common day-to-day SaaS tools.

• Demonstrated transparency, accountability, and a relentless drive, passionate about going above and beyond for customers.

• Ability to provide personalized, empathetic support while remaining efficient in a high-volume environment.

• Adaptable and comfortable managing change in a dynamic work environment.

• Professional, consistent, and positive “can-do” attitude

• Works well both independently and as part of a team.

• Experience with Zendesk or similar ticketing platforms is a plus.

• Be comfortable working in a 24/7 operational environment under a rotational shift and rostering system.

• Be available to work 5 days per week, with working hours and weekly days off determined based on the operational roster.

Additional Information

Benefits @Believe: 

#Flexibility – Just punch in leaves, not in time and out time  

#Office perks – a game of foosball, table tennis to bat the afternoon lacklustre, free event pass for  exclusive and limited shows, music subscription, etc  

#Wellbeing – Caring by EUTELMED, professionals are at your disposal for advice and support, in  your own language and culture  

#Transperancy – engaged in secondary activity just disclose it to us  

#Sustainability – You can be a part of CSR program, represent yourself as a  #Shaper and contribute to a better future.  

Disclaimer: 

Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual  orientation, socio-economic status, age, marital or civil partner status, pregnancy or maternity,  physical abilities, religious beliefs, political beliefs, or other ideologies.