Customer Support Administrator
Gordon House Rd, London, UK
Full-time
Company Description
Ochre helps labels, artists, distributors,and brands to sell to their fans. Our clients include many leading artists, record labels, and label services companies including Dirty Hit, Oasis, Warp Records, Ninja Tune, Partisan Records, Anjuna and many, many more. As we expand and develop new services and products we want people in all areas of our business who are highly skilled and passionate about what they do.
Job Description
Working within our Operations Team the Customer Support Administrator is primarily responsible for handling inbound customer queries and issues. The support team are an essential part of the artist /fan relationships that we help to build.
The Customer Support Assistant’s role is not just to solve an individual customer problem, but to find the root of the issue and help to solve that. As well as working collaboratively with other members of the operations team, you will liaise with other areas of the business to improve the fan experience and continuously improve our processes.
Alongside handling Customer Service, you will assist the team working on operational tasks such as store-building, logistical tasks, supporting marketing campaigns, and responding to client requests.
Qualifications
Candidates should be able to demonstrate:
- High level of literacy and numeracy
- Exceptional attention to detail
- Excellent IT skills
- An understanding of our services and the products on sale.
- Excellent organisational skills and the ability to prioritise tasks and communicate that prioritisation to the wider team
Ideal candidates would also have:
- Prior experience in a customer support role
- Experience working within e-commerce or retail
- Experience working to KPIs and creating and monitoring metrics to continuously improve our customer service.
