Philippines Job Openings

Universal Music Group
Label Support Manager
Manila
November 6, 2024
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Take a hands-on approach in rapidly responding to common inquiries and directing users to relevant help articles.
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Deliver consistently in terms of speed and quality of response, both as an individual and in collaboration with other teams.
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Understand the functions of various teams within the company and escalate issues to them as needed.
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Identify patterns in feedback to identify and escalate problems, upgrades to our processes, knowledge base, and communication strategies with internal and external partners.
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Facilitate and improve the knowledge capture process while helping to build and maintain our knowledge base
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Develop cross-departmental relationships to identify areas where we can create internal and external documentation and training materials (presentations, guides, forms).
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Identify and implement automations in our customer service applications based on firsthand experience with recurring issue types.
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Disseminate application training materials and updates while also providing feedback on issues, bugs, and feature requests to the Product Team.
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3+ years experience in customer facing support management role, especially in digital music distribution or related fields
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Strong attention to detail, extremely well-organized and able to deliver across multiple simultaneous tasks
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Excellent customer service and relationship-building capability — always with a professional demeanor
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Ability to handle day-to-day inquiries and apply that experience to drive conversations around process improvement
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Experience in Zendesk mechanics including configuration, views, automations, SLAs, triggers, and reporting
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Experience integrating systems like Zendesk with Confluence, JIRA,Monday.com, Slack and proprietary systems a plus
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Articulate in written and oral communication skills with a knack for technical writing
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Experience with top digital music service interfaces, social media applications, and digital music best practices a major plus
Note: Only shortlisted applicants will be contacted.
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