Customer Care Representative - German Speaker (H/F)
About this role
As an Artist Support Specialist with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists. - Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat) - Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release - Maintain a customer satisfaction score of 85% or higher - Handle a high volume of requests, averaging 60+ tickets per day - Work with external partners (DSPs, payment partners etc) to resolve issues for artists - Identify and report technical bugs to our product teams - Offer insights and ideas on process development to help optimize the team’s workflows - Other duties as required by department leadership
● Fluent in German and English. French is a plus ● At least 2 years of experience working in a high volume support/customer service environment ● Track record of meeting or exceeding quantifiable performance metrics on a regular basis ● Clear, concise, and warm communication, both written and verbal. (Both internally and externally) ● Working knowledge of Mac or Windows, Slack, Google Suite and other common day-to-day SaaS tools ● Proven track record of being transparent, accountable and relentless; exhibiting a true passion for going above and beyond for customers. ● Ability to provide personalized, empathetic support while remaining efficient and maintaining high volume ● Comfortable with change and ambiguity in a dynamic atmosphere ● A professional, consistent, and positive can-do attitude who works well within a team and independently at the same high level ● Knowledge of current music and technology industry trends ● Experience with Zendesk or similar ticketing platforms is a huge plus! ● Experience Technical troubleshooting and bug reporting is also a major plus
SET THE TONE Working at Believe means having individual and collective impact in a fast-growing company! At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry. We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. We have two hearts at Believe - our People and our Artists. We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ROCK THE JOB Tailor-made training and coaching program Remote working policy A wellness program "Pauses" with many activities and animations in-house Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist A healthy and eco-responsible company restaurant Individual or family health insurance CSE benefits A rooftop A gym with free classes SING IN HARMONY Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet. Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)