Customer Service Representative, D2c

2 weeks ago

Toronto, Canada Universal Music Group Full time

Universal Music Canada is Canada’s leading music company, engaged in recorded music, music publishing, merchandising, and audiovisual content. Home to the most comprehensive catalogue of recordings and songs across every musical genre, UMC is committed to artistry, innovation and entrepreneurship in broadening opportunities for our artists on both the domestic and world stages as well as creating new experiences for fans.

Universal Music Canada is part of Universal Music Group, the world leader in music-based entertainment.

We are searching for creative, innovative and passionate people to join our team. If you love music and got excited just thinking about joining this amazing organization, we would love to meet you

Customer Service Representative, D2C - 12 Month Contract

The UMC team works four days a week from our award-winning creative campus located in Liberty Village, Toronto, and one day to work virtually.

Reporting to the Manager, Customer Service, the Customer Service Representative, D2C is responsible for administering our portfolio of fan inquiries from initial contact through resolution with best-in-class communication. The role will also support select operational tasks such as inventory control and sales reporting, as required.

How You’ll Lead:

- Receive and manage inbound contact; compartmentalize, record and catalogue each unique inquiry- Provide expeditious communication to customers with latest status updates- Articulate and suggest potential solutions in escalated cases- Assist with queries originating within Manufacturing and Distribution Centres in relation to orders, deliveries, product information and release dates- Provide back up support, as needed, to the larger Ecommerce and extended Commerce teams- Take ownership of personal performance targets and KPIs, results and continuous improvement- Strong team player and collaborate well within other UMG Operations Teams to improve end to end business processes- Other duties as assigned

What You Bring:

- Highly articulate communication skills; both written and oral; French language is an asset- A professional demeanor with de-escalation strategies; deals effectively with high-pressure situations- Learn and leverage proprietary UMG systems for creative problem-solving- Demonstrated proficiency with reporting and analytic tools such as Shopify, Zendesk, Sharepoint & Monday-
- 1-2 years' experience and proven, positive track record in a customer service or data entry role- Knowledge of product offering is paramount- General understanding of order flow, including logistics and general warehouse operations- Excellent time management; able to work independently with limited supervision- A detail-oriented individual with a positive attitude and team player- Ability to effectively relate to and communicate with people at all levels of the organization- Motivated, seeks initiative and increased responsibilities- Problem solving and decision-making skills- Positivity, passion, a competitive edge, and opinions you can stand behind- Bold, ambitious, creative thinking; an entrepreneurial style and a growth mindset- Excellent communication skills anchored by honesty, approachability, and an open mind

What We Offer:

- Employee Family Assistance Program- 2-week paid Winter Break- Summer Fridays- Employee Ticket Box

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