Customer Service Representative

3 weeks ago


Eastbourne, United Kingdom Christian Copyright Licensing International (CCLI) Full time

Exceeding customers’ expectations with every call, you will be the voice of CCLI in the UK.

**FULL JOB DESCRIPTION**:
**_PURPOSE AND SUMMARY_**

**_KEY SKILLS_**
- Excellent communication skills, including the ability to listen carefully and respond professionally to a wide variety of technical questions
- Excellent knowledge of Microsoft Office or similar software
- Previous office experience including data entry and payment processing
- Basic knowledge of Christian music and church culture
- Ability to be flexible and deal with changing work priorities
- The ability to sell & cross sell licenses and products
- Attention to detail and accuracy in recording alpha and numeric data

**_REPORTING RELATIONSHIPS_**
- Reports to the Global Customer Service Manager
- Has no supervisory responsibility; however may be assigned to train temporary or part-time employees.

**_RESPONSIBILITIES_**
- To maintain a working knowledge of copyright and all CCLI licences, services and resources, including what licences cover and when/where they are available.
- To proactively pursue sales opportunities, proactively following up calls from renewal or targeted customer and prospect lists and/or resulting from Key Account activities or events.
- To process new and renew licence payments, ensuring correct sum has been invoiced/paid.
- To run daily audit checks, correct data as appropriate, print and audit daily banking, activity reports and reconciliation reports.
- To liaise with Local Authority finance staff to resolve payment queries.
- To generate weekly/monthly/quarterly/annual reports.
- To undertake other responsibilities from time to time as requested.

**_ACCOUNTABILITIES_**
- Ensures customer queries are dealt with in a professional and courteous manner.
- Consistently provides licence holders with accurate, well-researched answers to their questions.
- Consistently seeks out new business opportunities by following up enquiries from customers.
- Ensures accurate and timely creation and maintenance of customer records.
- Ensures new and renew licence payments are processed on the day of receipt, or as soon after as is practicable.
- Ensures payment data is checked and accurately input and that accurate banking and activity reports are printed each day.
- Produces assigned weekly/monthly/quarterly and annual reports in a timely and accurate manner.

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

Schedule:

- Monday to Friday

COVID-19 considerations:
CCLI's UK office is not open to the public. Our Customer Service team are based in the office full-time. Sensible precautions are in place to protect our staff in our office and around the building.



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