Customer Service Representative

Company Description The SM Records Ltd is a global music distribution and digital rights management company that supports artists, record labels, and content creators in expanding their reach. The organization helps partners maintain control of their intellectual property while distributing music and managing rights across major digital streaming platforms. Core services include global music distribution, YouTube Content ID, digital rights protection, catalog management, royalty reporting, and content monetization. The SM Records focuses on transparency, innovation, and long-term partnerships, working closely with creators to protect their content and build sustainable revenue streams. The company’s approach centers on enabling creators to retain ownership while maximizing the value of their work.Role Description This is a part-time, hybrid Customer Service Representative role based in Colombo, with some flexibility to work from home. The Customer Service Representative will respond to inquiries from artists, labels, and content partners via email, chat, and phone, providing accurate information about distribution, rights management, and royalty reporting. Responsibilities include resolving issues related to account access, content delivery, platform guidelines, and payment queries, while maintaining detailed records of interactions in the CRM system. The role involves guiding partners through internal processes, escalating complex cases to specialist teams, and following up to ensure timely resolution and high customer satisfaction. The representative will also contribute to improving FAQs and help resources, identify recurring issues, and provide feedback to enhance the overall customer experience.Qualifications Demonstrated ability in customer-facing roles, including Customer Service Representatives and Customer Support responsibilities.Skills in maintaining high Customer Satisfaction and delivering consistent, professional Customer Service.Experience creating positive Customer Experience through clear communication, empathy, and proactive problem-solving.Strong verbal and written communication skills in English; additional language proficiency is a plus.Comfort with digital tools, CRM systems, email platforms, and basic data entry; familiarity with music streaming platforms is an advantage.Ability to work in a hybrid setup in Colombo, manage time effectively, and handle multiple inquiries simultaneously.Attention to detail, reliability, and a collaborative mindset when working with cross-functional teams.Prior experience in customer support, administrative, or music/entertainment industry roles is beneficial; relevant vocational training or coursework is an advantage.