At a Glance
- Tasks: Assist customers and musicians with bookings and provide exceptional support over chat, email, and phone.
- Company: Join Encore Musicians, a leading platform for booking live music, now part of Mixcloud.
- Benefits: Earn £14 per hour, work remotely, and gain valuable experience in customer support.
- Other info: Flexible weekend shifts with potential for additional hours during peak seasons.
- Why this job: Make a real impact by helping clients create unforgettable moments with live music.
- Qualifications: Experience in customer support and excellent communication skills are essential.
The predicted salary is between 28000 - 30000 € per year.
Encore Musicians is a company that was acquired by Mixcloud at the end of 2024, and we are proud to be one of the world's leading online platforms for booking live musicians, bands, and DJs. Over the years, we've helped over 50,000 clients bring live music to life's biggest moments, from weddings to corporate events, and more. We're passionate about supporting musicians and have helped them earn millions of pounds through Encore gigs. By joining Encore, you'll be joining a bright, friendly and ambitious team on a mission to bring more great live music into the world.
We are looking for a new Weekend Customer Support Specialist to join the Encore team on a part-time basis and help us deliver a best-in-class level of service to our customers all over the UK. Most of the events our musicians are booked for happen between Friday and Sunday, and our Weekend Support Specialists are there to ensure we are able to deliver incredible customer service when it matters most.
In this role, you will be the person an Encore customer or musician speaks to over live chat, email and on the phone whenever they have questions about one of their bookings. You will also be on hand to help prospective customers find the perfect musicians for their events. We pride ourselves on giving our customers an exceptional level of service, and you will be making a direct impact on Encore's success and reputation by helping dozens of customers every week when they have questions for us, and putting their minds at ease in the run-up to some of the biggest events of their lives.
We are looking for someone with experience in a customer support role, and ideally with experience in a small team or startup.
Freelance: £14 per hour
Location: Remote
Schedule: Split into 4 hour shifts and allocated depending on availability from Friday 5 to 9pm, Saturday: 9am to 9pm and Sunday: 9am to 5pm. Some additional shifts during the week may also be available during busier periods (June-September).
What You'll Do:
- Assisting customers and musicians with any last-minute queries and issues related to a booking
- Resolution of customer support tickets within Intercom
- Answering inbound phone calls
- Escalation and handover of customer issues and complaints to the appropriate team members
- Assisting customers with enquiries related to their booking
- Assisting customers looking to book a musician
Requirements:
- Outstanding customer service skills
- Excellent verbal and written communication skills
- Ability to organise and prioritise workload
- Attention to detail in a fast-paced environment
Ideally, you'll also have some or all of the following:
- Experience using support software, such as Intercom or ZenDesk
- An understanding of the events industry and how people book suppliers
- Good numerical skills
Customer Support (Part Time Weekends) - Encore Musicians in London employer: Mixcloud
Encore Musicians is an exceptional employer that fosters a vibrant and supportive work culture, perfect for those passionate about live music and customer service. As part of a dynamic team, you'll enjoy flexible part-time hours, competitive pay, and the opportunity to make a meaningful impact on customers' most significant life events. With a commitment to employee growth and a friendly atmosphere, Encore offers a unique chance to thrive in the exciting world of live entertainment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support (Part Time Weekends) - Encore Musicians in London
✨Tip Number 1
Get to know the company! Before your interview, dive into Encore Musicians' mission and values. Understanding what makes them tick will help you connect with the team and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your customer service skills! Since you'll be dealing with customers and musicians, think of scenarios where you might need to resolve issues or answer queries. Role-playing these situations can boost your confidence and prepare you for real-life interactions.
✨Tip Number 3
Show off your communication skills! Whether it's through a phone call or live chat, make sure you convey your thoughts clearly and concisely. Remember, the goal is to put customers at ease, so a friendly tone goes a long way!
✨Tip Number 4
Apply through our website! We love seeing applications come directly from our site. It shows initiative and gives you a chance to stand out. Plus, it’s super easy to navigate, so why not give it a go?
We think you need these skills to ace Customer Support (Part Time Weekends) - Encore Musicians in London
Some tips for your application 🫡
Show Your Passion for Music:When you're writing your application, let your love for live music shine through! Mention any experiences you've had with events or musicians, as it shows us you're genuinely interested in what we do at Encore.
Tailor Your Application:Make sure to customise your application for the Customer Support role. Highlight your relevant experience and skills that match the job description, especially your customer service skills and ability to handle queries efficiently.
Be Clear and Concise:We appreciate straightforward communication, so keep your application clear and to the point. Use bullet points if necessary to make it easy for us to see your key qualifications and experiences.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Mixcloud
✨Know the Company Inside Out
Before your interview, take some time to research Encore Musicians and its mission. Understand their role in the events industry and how they support musicians. This will not only show your enthusiasm but also help you tailor your answers to align with their values.
✨Showcase Your Customer Service Skills
Since this role is all about customer support, be ready to share specific examples of how you've handled customer queries in the past. Think of situations where you went above and beyond to resolve an issue or made a customer's day better. This will demonstrate your ability to deliver exceptional service.
✨Prepare for Common Scenarios
Anticipate questions related to handling difficult customers or last-minute booking changes. Practise your responses to these scenarios so you can convey your problem-solving skills and calm demeanour under pressure. Remember, they want to see how you think on your feet!
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, what a typical weekend looks like, or how success is measured in this role. This shows your genuine interest in the position and helps you determine if it's the right fit for you.
