Operations Specialist

4 days ago

Nairobi, Nairobi Area, Kenya ONErpm Full time 1,200,000 - 3,600,000 per year

About ONErpm
Founded in 2010, ONErpm is a global music solutions company with 43 offices and studios in 35+ countries with over 530 staff members across the world, with significant presence in Brazil, the U.S., Europe, and other markets. ONErpm encompasses distribution, label solutions, content production, publishing, and an innovative marketing group that includes in-house advertising and influencer agencies, ONErpm has a proven track record of providing local and global support to artists and creators at any stage of their careers.

About The Role:
We're searching for a motivated individual to join our team as an Operations Support Specialist. In this role, you will play a key part in providing essential support to clients, delivering prompt solutions and clear answers regarding ONErpm. Your will provide technical support to clients, offering quick solutions and responses to clarify doubts and resolve issues related to the ONErpm site tools, processes and delivery times, guidelines, and access to platforms. Handling communication with other departments to resolve corresponding requests.

Responsibilities:

  • Assist clients by providing all necessary support to help them understand and use ONErpm's services and products, in accordance with daily targets set by coordinators, under direct supervision;
  • Handle client inquiries regarding access, plans, documentation, contract coverage, and other needs, ensuring client satisfaction;
  • Manage tickets from artists with ONErpm accounts, checking ticket types and confirming they adhere to defined rules;
  • Provide support via Zendesk to artists without ONErpm accounts or those facing access issues, addressing questions about our services, assisting with access, and meeting client needs;
  • Support monitoring of client content performance;
  • Provide assistance with administrative, accounting, financial, and marketing information as per the contract with ONErpm;
  • Comply with the internal regulations, safety standards, and procedures inherent to the area, as well as observe compliance requirements and compliance with regulations relating to the company;
  • Perform other activities related to the role or as directed by your immediate superior, provided they align with your knowledge and experience.

Qualifications:

  • Preferably 6 months to 1 year of experience in related activities
  • Confident PC user (MS Office, CRM, Billing, Digital Music Streaming Platforms)
  • Excellent written and verbal English communication skills; proficiency in an additional language is a plus (French, Swahili will be a strong advantage)
  • Ability to work under pressure and stress resilience
  • Strong analytical and problem-solving skills
  • Self-sufficiency and an ability to work with minimal supervision
  • Strong verbal and written communication skills
  • Attention to detail
  • Love to music and desire to develop in the music industry

The
ideal
candidate …
The ideal candidate is a proactive problem-solver with strong communication skills and a keen attention to detail, ready to help clients navigate their issues effectively. You should be capable of managing multiple tasks efficiently while maintaining a customer-focused mindset, as this is essential for ensuring client satisfaction and smooth operations.

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