Client Relations Coordinator (Colombia)

Symphonic Distribution

18h

About The Position

The Client Relations Coordinator for Symphonic is the liaison between Symphonic customers, partners, and other departments within the organization. The role consists of assisting clients and Symphonic internal departments with common support issues, technical support, errors regarding releases, accounting-related questions, phone support, and other queries that arise from day-to-day interactions.

Requirements

1 year of experience in a customer service capacity
Working knowledge and experience with email marketing platforms, HTML, Microsoft Excel, Word, and PowerPoint, and/or equivalent Google Apps
Ability to speak, write, and read English and Spanish fluently
High School Diploma or GED

Nice To Haves

2 years of experience in a customer service capacity
Experience resolving system issues or investigating customer service inquiries

Responsibilities

Engage in day-to-day discussions for both Spanish and English requests, including managing difficult or emotional customer situations, responding promptly to customer needs, soliciting customer feedback to improve service, responding to service requests, and consistently meeting commitments.
Thoroughly understand every service offering of Symphonic Distribution for improved support performance.
Suggest solutions to clients - show and enable clients to learn the system properly.
Assist with one-off requests or tasks as assigned by the management of the Client Relations department.
As needed, and with the support of Technology, reach out to clients to request redeliveries of audio and releases on an as-needed basis.
Develop a full understanding of Style Guides for iTunes / Apple Music and Spotify for content review and best practices.
Educate clients on the Apple and Spotify style guide and its contents.
Help Maintain Symphonic’s public-facing knowledge base
Review past Spanish help desk articles and follow up with clients on past issues to improve customer satisfaction. (Check bad reviews and ensure each article has relevant and proper linking)
Assist the Client Relations team in translating articles from English to Spanish
Create new Spanish articles as issues arise.
Update existing Spanish articles for better optimization, adding and updating keywords and tags.
Review competitor help desks for comparisons (CD Baby, Label Engine, Beatport, etc.)
Provide feedback and suggestions for constant refinement of the Client Relations processes through available tools (HubSpot, SMS, Zendesk)
Clean and maintain Client Database by updating client details, requesting information updates when necessary, such as artist pics, logos, addresses, emails, etc
Assist the Content Team as needed with the loading and/or updating of clients’ catalogs and content approvals as needed.
Assist the Mexico team with client relations needs when needed.