26 days ago
  • Level Mid Level
  • Professions Customer Services Manager
  • Type Full Time
  • Location London, United Kingdom

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Description

Music is Universal
It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD and other forms of neurocognitive variation.
We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email UniversalMusicCareers@umusic.com
The A Side: A Day in The Life
Our Ecommerce Platform continues to grow year on year where customers are ordering music and merchandise from us via their favourite artists Official Store including CD’s, vinyl, t-shirts and exclusive signed items to name a few!  We pride ourselves in offering customers a great customer experience when ordering from us and we want to offer great customer service in the event they do need to contact us with regards to their order.
This will vary from each customer who contacts us whether it be to cancel an order, report an issue with their order or chase a delivery – we want to be on hand to assist all customers in a professional and efficient manner.
The B Side: Skills & Experience
Be Administrative
  • Act as liaison between the customer, distribution and carrier as required
  • Perform all administration for Ecommerce as required
  • Constantly review existing processes, documenting all new processes and updating any changed processes
  • To achieve all KPI’s within areas of responsibility and the measurement of that achievement
  • Communicate effectively with colleagues, thus ensuring clarity of knowledge within the department.
  • Escalate any issues to your manager providing all necessary detail.
  • Fulfil any ad-hoc tasks and objectives when necessary
Be Collaborative
  • To build and maintain excellent relationships with the Ecommerce Team / Distribution / Sales / Labels / 3rd parties / Customers and Reps
  • Liaise with the Ecommerce team, Sales Reps and Senior Reps to establish good working relationships.
Be a customer service specialist
  • Ensure that customers are kept informed of any relevant information
  • Help manage and prevent suspected fraudulent orders
  • Look into customers’ orders using in house systems, courier systems, warehouse management systems
  • To answer all telephone and email enquiries quickly, accurately and professionally
  • Monitoring, updating and tracking queries via the subsequent software to ensure timely resolution to customer
  • Assist customers in an accurate, efficient and professional manner
  • Provide feedback on problems incurred, following up problems with other departments to ensure that problems are rectified and do not reoccur.
  • Deal with all Ecommerce related enquiries in a professional and timely manner
Person Specification
Necessary
  • Customer contact role held previously
  • Good communicator.
  • Ability to multitask
  • CMS & system to review & check orders details within multiple software systems
  • Adept at using CRM / customer service software solution to manage inbound customer service contacts
Desirable
  • Track record of using the admin area of eCommerce systems to interrogate orders.
  • Use of ticketed CRM tools for customer service
  • Zendesk or ticket based resolution similar software experience
  • Experience in using live chat tools for customer service
  • Ability to speak with customers and resolve order queries across multiple channels, email, customer tickets, live chat & social media
Bonus Tracks: Your Benefits
  • Group Personal Pension Scheme (between 3% and 9%)
  • Private Medical Insurance
  • 25 paid days of annual leave
  • Interest Free Season Ticket Loan available
  • Holiday Purchase scheme
  • Dental and Travel Insurance options
  • Cycle to Work Scheme
  • Salary Sacrifice Cars
  • Subsidised Gym Membership
  • Employee Discounts (Reward Gateway)
Just So You Know…
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable.  However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.

Skills Required

  • Customer Service
  • CMS Systems
  • Zendesk
  • Social Media
  • Communication Skills

People who have worked with Universal Music UK