Client Services Advisor

3 months ago

Leicester, United Kingdom PPL PRS Full time

Here at PPL PRS we have an opportunity for a Client Service Advisor to manage a high volume of Key Accounts through inbound and outbound contact (telephone and e-mail), providing an efficient customer centric service that supports customer retention, revenue generation and growth.

Key responsibilities 

  • To be knowledgeable to accurately apply PRS for music, PPL & VPL tariffs which form ‘The Music Licence’
  • To confidently and efficiently undertake inbound and outbound calls, applying knowledge that leads to accurate licensing through the review of the customers’ account, always following quality and compliance standards.
  • To deliver an effective first time resolution to customer queries
  • To respond to e-mail correspondence in relation to customer account amendments and queries in a timely, effective and efficient manner
  • To accurately record customer information in the CRM system, following quality and compliance standards.
  • To problem solve customer queries and identify when an escalation is required following escalation processes where necessary 
  • To achieve all agreed key performance indicators
  • To have the appropriate level of understanding in relation to Music Licensing and Copyright that ensures accurate information is shared with customers, and licensing is applied in accordance with the ‘Licencing Operations Guide’
  • To gain the most efficient payment solution for both PPL PRS and the customer
  • To undertake other tasks as reasonably requested

You will have 

Essential

  • Competent in using Microsoft Office, Word, Excel, Outlook, 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

Desirable

  • Experience of working in a contact centre environment and prior sales experience

PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.

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