About the job
About Us
Orfium is a pioneering technology firm revolutionizing the music and entertainment sector with cutting-edge rights management and data solutions. With a diverse team of over 700 talented individuals across global offices in Los Angeles, London, Dublin, Athens, Sofia, Tokyo, and more, we collaborate with prestigious clients including Sony Music Publishing, Warner Music Group, BBC, and Universal Music Publishing.
Our mission is to empower creators, rights holders, and media companies to effectively track, manage, and monetize their content on platforms such as YouTube and TikTok. At Orfium, you will be part of a vibrant, international team of developers, designers, scientists, and music enthusiasts, all committed to fostering innovation, openness, and ownership in a flexible, hybrid work environment. We look forward to welcoming you!
Role Overview
As a Service Delivery Executive, you will be responsible for ensuring the prompt and precise delivery of reports to our clients, upholding strict Service Level Agreements (SLAs), and sustaining an exemplary level of customer satisfaction.
Key Responsibilities
● Oversee and manage service delivery processes to ensure compliance with SLAs.
● Swiftly identify and rectify service delivery concerns.
● Proactively mitigate potential service interruptions.
● Monitor and analyze key performance indicators (KPIs) to assess service quality and pinpoint areas for enhancement.
● Generate accurate and detailed reports based on Soundmouse services, customized to meet client and service needs.
● Employ advanced Excel functions to streamline report generation and analysis.
● Initiate and monitor service tickets (SP/SD) for reported incidents and service requests.
● Collaborate with relevant teams to resolve issues effectively.
● Cultivate and maintain strong client relationships through effective communication and proactive problem-solving.
● Respond to client inquiries and concerns in a timely and professional manner.
● Provide clients with regular updates on service status and any potential issues.
Qualifications
● Diploma or degree in IT, Business Management, or a related field.
● Exceptional verbal and written communication skills in English.
● Strong focus on customer service and excellent interpersonal abilities.
● Advanced expertise in Microsoft Excel, including formulas and data analysis.
● Solid analytical and problem-solving capabilities.
● Ability to work independently as well as collaboratively within a team.
● Proactive mindset in identifying and resolving issues.
● Meticulous attention to detail and accuracy.
Benefits
Competitive salary package
Flexible hybrid work model that supports your lifestyle
Comprehensive private health and life insurance coverage
State-of-the-art technology equipment to enhance your productivity and creativity
