Customer Support Associate

7 months ago


Truro, United Kingdom RouteNote Full time

**Customer Services Associate**

**Job Types**: Full-time, Permanent

**Salary**: £22,050 per year

This role is based in Truro. A minimum of 3 days in the office, with 2 at home is expected upon completion induction / training period.

**About Us**:
We launched in 2007 as an extension of Black and White Recording Studio, based in Redruth, Cornwall, with a vision to shape the transformation of the music industry. The elitism of the music industry meant recording artists signed to large labels had unrivalled privilege and exposure over independent artists and labels. The digital revolution transformed the music industry, forcing it to take on a digital body. Informed with our own experiences and recognising the technological shift, RouteNote was built

We support the creative development of our community of artists, passionate about creating equal opportunities and a fairer more accessible journey into the music industry. Today we manage a music distribution network covering over 90% of the digital music market, partnering with the worlds largest digital retailers including Spotify, iTunes and Apple Music. We manage RouteNote Sessions, Push.fm and other ventures dedicated to facilitating the success of independent artists. We are uniting artists in a lucrative demographic. We are a fast-moving company inspired by change, we are always looking to find opportunities to innovate how we do things and take our products to the next level.

We are built by musicians for musicians.

**The Role**:

- The Customer Support Support team is vital for both attracting potential customers as well as caring for existing customers. This is achieved through online communications by answering product and service questions, being a resource for industry insights and education, and maintaining daily tasks and schedules efficiently.
You will be bridging the gaps between the company and its user base, able to identify and understand the key needs of the service users and communicate them to the rest of the company.
The target is to ensure excellent service standards and maintain high customer satisfaction.
**What we want**:

Be a strong team player with the ability to collaborate closely with others.- Have the ability to work to targets and quotas.- Be an excellent communicator. We prefer a casual and friendly tone, whilst remaining informative and professional.- Be positive and enthusiastic in their attitude towards other people.- Have strong attention to detail, problem solving and organizational skills.**Requirements**:
Proven customer support experience- Computer literacy, proficient with Windows- Customer orientation and ability to adapt/respond to different types of characters- Excellent communication and organisational skills- Ability to multitask, prioritise and manage time effectively- Google Suite knowledge and experience**Bonus extras**:
Familiar with CRM systems and practices- Music Industry knowledge and experience- Product/service knowledge and experience**What we offer in Return**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free on-site parking
- Enhanced sick pay
- Enhanced maternity and paternity leave
- Wellness programme
- Hybrid working
- Generous annual leave entitlement (28 days plus bank holidays)
- Flexible start and finish times ( between the hours of 08.00 and 18.00)
- Onsite games room (pool and ping pong)

Schedule:

- Monday to Friday (35 hours per week)



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