Customer Support Associate

APRA AMCOS is a member-owned music rights management organisation, positioned at the intersection of music, data and technology. We have more than 119,000 members who are songwriters, composers and music publishers. We license organisations to play, perform, copy or record our members’ music, and we distribute the royalties to our members.

In Australia, a popular way to secure that permission is through a OneMusic Australia licence. Our OneMusic team educate the designated industry sectors about licensing obligations and our role in ensuring our members are paid for playing their works. Once licensing is established, the Customer Relations team assist businesses (licensees) with their day-to-day queries and attend to incoming queries for the OneMusic brand.

We are seeking a Customer Support Associate to be based in our Sydney office to help fulfil this function. This role is a full-time permanent position, reporting to the Customer Relations Manager. As a customer support associate, you will be providing responsive customer service, working to Service Level Agreements (SLAs), with a standard of excellence to sustain ongoing licensing. Your role will also include educating both licensees and the public of their licensing obligations, including ensuring music creators are paid for the performance of their works.

Your responsibilities will include:

• Managing and resolving phone and written queries from licensees including the handling and escalating of disputes and complaints

• Maintaining accounts including contact detail updates, changes of ownership and cancellation information

• Cultivating knowledge of the company’s portfolio of licences and tariffs

• Evaluating and managing held accounts with a view to reducing where possible

• Undertaking outbound call/email contact with assigned clients to ensure appropriate licensing coverage

• Obtaining music use information from licensees and providing adjustment instructions to internal Business Partners

To thrive in this role you will need:

• Minimum 2 years’ experience in portfolio management of high-volume accounts, including continuous evaluation

• Great phone manner demonstrating well-developed interpersonal skills and a customer focus

• Experience in conflict resolution and building rapport

• Strong computer literacy and intermediate ability in Microsoft Office Suites

How to apply:

Ready to be a valued addition to our vibrant team? Take the plunge and apply now by submitting a short cover letter outlining why you would be suitable for this role and a current resume by 27 January 2025 via Bamboo. 

For more information on this role or to see the position description, please feel free to contact Linda Hale, Manager, Customer Relations (lhale@apra.com.au).

*Please Note:*Visa sponsorship is not available for this position. All applicants must have current and valid working rights in Australia or New Zealand.

While this role is one that requires specific skills and experience, we are encouraging people from all diverse groups who are interested in this position to put an application in, even if they are not sure if they meet every single bit of the selection criteria.