Client Services Representative

2 weeks ago

Leicester, Leicester, United Kingdom PPL PRS Full time
Job Title: Client Services Advisor

We are seeking a highly skilled Client Services Advisor to join our team at PPL PRS. As a key member of our customer service team, you will be responsible for managing a high volume of key accounts through inbound and outbound contact, providing an efficient customer-centric service that supports customer retention, revenue generation, and growth.

Key Responsibilities:
  • Apply knowledge of PRS for music, PPL & VPL tariffs to accurately license customers.
  • Undertake inbound and outbound calls, applying knowledge to resolve customer queries and ensure quality and compliance standards are met.
  • Deliver effective first-time resolution to customer queries and respond to email correspondence in a timely and efficient manner.
  • Record customer information in the CRM system, following quality and compliance standards.
  • Problem-solve customer queries and identify when an escalation is required, following escalation processes where necessary.
  • Achieve all agreed key performance indicators.
  • Have a thorough understanding of Music Licensing and Copyright to ensure accurate information is shared with customers.
  • Gain the most efficient payment solution for both PPL PRS and the customer.
Requirements:
  • Competent in using Microsoft Office, Word, Excel, Outlook, and Teams.
  • Minimum GCSE's grades 4 or above in English and Maths.
  • Written and verbal proficiency in English Language.
  • Experience of dealing with customers, either face-to-face or by telephone.

PPL PRS is an equal opportunities employer, committed to recruiting a diverse workforce and creating inclusive teams.

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