Here at PPL PRS we have an exciting opportunity for an Inbound New Business Advisor to join our team. The role will provide an efficient customer focused service through a variety of contact channels, generating new business invoices / customers.
Key responsibilities
* To proactively manage customer contact through a variety of channels (telephone, email, web forms and direct mail) and process new business invoices.
* Taking inbound sales enquiries and converting to customers
* Checking against the knowledge base for the required tariff information etc where needed to ensure customers are appropriately licenced
* Verifying and gathering the relevant information and additional customer information where appropriate
* Licencing customers at the first point of contact where possible
* Dealing with any existing customer queries in an efficient manner and providing the transferring them to the correct department
* Creating leads where needed and ensure the correct Salesforce process is followed to licence each customer
* Taking ownership of your customer through to resolution (licence)
* To set and complete appropriate tasks and maintain comprehensive notes relating to customer leads / accounts
* To maintain accurate notes in the CRM system (Salesforce)
* To use objection handling techniques to proactively resolve any customer queries or objections.
* Effectively obtain evidence of music usage within the business to ensure customers are adequately licenced and we are maximising revenue
* To deliver a positive customer experience and proactively contribute to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded
* To educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions
* To demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers
* To work co-operatively and supportively with other teams in order to ensure the customer experience is positive and the required revenue targets are met
* To develop and maintain knowledge of market sectors, in order to support delivery of the revenue targets
* To develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law
* To undertake other tasks as reasonably requested
Qualifications & Experience
* Minimum of 1-2 years’ experience in a similar role desirable
* Previous experience working within a call centre, retail, hospitality, customer service or sales role environment
* Competent using Microsoft Office – Word, Excel, PowerPoint and Outlook
* Good verbal communication including a good telephone manner
* Experience of copyright or licensing in a structured environment desirable
* Experience of invoicing and date sensitive account management
* Must be organised and able to manage own priorities and workload
* Have good attention to detail
* Able to be proactive in negotiating
PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.