Customer Care Specialist

Company Description

Believe's mission is to develop local artists and labels in the digital ecosystem by providing them the solutions they need to grow their audience at each stage of their career and development.

Its 2,020 employees in more than 50 countries aim to support local artists and labels with a unique digital expertise, respect, fairness and transparency.

To support our fast-growing presence on all continents, we are constantly looking for new Believers to join us and make a stronger and more positive impact on the music industry

Believe is listed on compartment A of the regulated market of Euronext Paris (Ticker: BLV, ISIN: FR0014003FE9).

Ready to #setthetone with Believe?

Job Description

Believe is seeking a passionate Customer Care & Support specialist based in Egypt or Lebanon.

You will serve as the main point of contact for our MENA region customers (Labels & Artists), handling their requests and ensuring smooth operations in content delivery, royalties, and copyright matters, all while maintaining high levels of customer satisfaction.

Main roles and responsibilities:

• Resolve issues related to content delivery, royalties, reporting, and copyright, ensuring compliance with SLAs.
• Maintain high levels of customer satisfaction by providing timely and efficient support.
• Onboard and train Artists and Labels on Believe's tools, ensuring effective use of the platform.
• Contribute to the support knowledge base to promote client autonomy and enhance internal processes.
• Communicate regularly with Sales teams to align on customer needs and feedback.
• Collaborate with Finance, Content, Product, and Contracts & Rights teams to address operational and technical challenges.
• Monitor and escalate customer feedback and issues as needed to ensure timely resolution.

Qualifications

• Minimum 2 years of experience in online customer service.
• Excellent communication skills, with a strong focus on care, respect, and empathy.
• Strong problem-solving abilities.
• Good product knowledge.
• Passionate about technology.
• Experience with Salesforce and JIRA is a plus.
• Fluent in Arabic, English, and French.
• Proficient in Microsoft Office (Excel, Word, etc.).
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks effectively.
• Familiarity with the music industry and digital platforms is an advantage.

Additional Information

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.