Customer care representative

1. Role overview

The Customer Care Representative (CCR) acts as the main point of contact for Labels & Artists, managing inquiries related to content delivery, royalties, reporting, and copyright. The role ensures timely resolution of issues, SLA compliance, and maintains high levels of client satisfaction. The CCR contributes to internal knowledge management, promotes client autonomy, and collaborates closely with Sales, Finance, Content, Product, and Contracts & Rights teams to address operational and technical challenges.

2. Main Responsibilities & Qualifications

Responsibilities:

• Resolve client issues in content, royalties, reporting, and copyright, ensuring compliance with SLAs

• Maintain high levels of client satisfaction through timely and effective support

• Onboard and train clients on company tools to ensure proper platform usage

• Contribute to the Support knowledge base to facilitate client self-service and internal efficiency

• Monitor, report, and escalate feedback or unresolved issues as required

• Collaborate with cross-functional teams (Sales, Finance, Content, Product, Contracts & Rights) to resolve operational and technical challenges

 

• Minimum 2 years of experience in online customer service or support

• Excellent communication skills, demonstrating care, respect, and empathy

• Strong problem-solving and organizational abilities with attention to detail

• Solid product knowledge and interest in technology

• Experience with Salesforce & JIRA is a plus

• Proficiency in Google Workspace (Docs, Sheets, Slides, etc.)

• Fluency in Turkish and English

• Familiarity with the music industry and digital platforms is preferred

SET THE TONE WITH US​

Working at Believe means having individual and collective impact in a fast-growing company!  ​

At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry. ​

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. ​

​

We have two hearts at Believe - our People and our Artists. ​

We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ​

ROCK THE JOB ​

• Tailor-made training and coaching program ​

• Remote working policy​

• A well-being program​

• Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist​

• Contractor role​

SING IN HARMONY​

• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.​

• Shaping Together: A Group-wide event focused on volunteerism and community impact ​

We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We, therefore, welcome applications from all backgrounds and all sections of the community regardless of age, disability, gender, race, religion and sexual orientation.