Address
Form of work
SalaryTuned Global creates and manages music streaming services and applications. We provide turnkey music solutions similar to a Spotify experience, and power music in environments such as gaming and med-tech. With over 140M tracks available within our catalogue we power services of global enterprises, including Telco's, large brands and music labels
We are passionate about delivering a great music experience to our end users and engaging them each day. We are a creative environment, looking at how to extend deeper engagement via new features and experimentation.
We are located on the edge of the CBD in Docklands, with easy access via train, tram or car. We offer an excellent package, with the opportunity for flexible work arrangements, including working from home for a number of days each week and birthday leave.
In this exceptional opportunity, we are seeking someone who thrives on challenge; a quick thinker who embraces new technologies, and is looking for somewhere they can make a difference.
The Role
You will be an important member of the Client Operations team. This team is responsible for all facets of the client relationship, ensuring that clients receive exceptional service and support throughout their engagement with the company. From initial onboarding to ongoing communication and issue resolution, the Client Operations team works to anticipate client needs, address concerns promptly, and maintain strong relationships built on trust and reliability.
As a Client Support team member, you will be responsible for responding to inbound support requests from our clients and music labels, and providing timely and accurate resolutions to their enquiries. Additionally, you will play a key role in identifying trends or recurring issues, escalating complex issues to the appropriate teams for further investigation and resolution, and continuously striving to improve our support processes to enhance the overall customer experience. Your dedication to customer satisfaction and your ability to empathise with clients will be instrumental in maintaining strong relationships and ensuring their ongoing satisfaction with the company. You will also be assisting other team members with day to day administration and onboarding tasks.
Ideally, you will have at least 2 years in a customer service role in either the music or the tech sector, although this is not a prerequisite. Familiarity with music streaming and/or mobile apps would also be highly regarded.
Key Responsibilities:
- Respond promptly to customer enquiries through various channels, such as email, chat or phone.
- Resolve Level 1 enquiries directly and escalate other enquiries.
- Develop & maintain a deep understanding of the company's software and its functionalities.
- Document and track customer interactions using support ticketing systems.
- Assist customers in understanding how to use various features and functionalities of the software.
- Monitor and achieve performance metrics, such as response time, resolution time, and customer satisfaction.
- Ensure a high level of professionalism in all interactions
Skills
- Excellent written and verbal communication skills
- Solid problem solving skills and a natural curiosity
- Eagerness to acquire new knowledge & skills
- A friendly and conscientious attitude
- Ability to work autonomously and as part of a team
- A high level of attention to detail
No recruiters please.
