Client Relations Assistant 

Symphonic Distribution is a 100% independent music distribution and marketing company headquartered in downtown Tampa, FL and with offices in Brooklyn, Nashville, Denver, and  Bogota, Colombia. We focus on distributing, promoting, and developing great independent music from artists, record labels, and many more. Not only do we want to work with some great and prolific creators, but we also want to work with creative, passionate, positive, and forward-thinking individuals. Maybe this is you? If so, then below you will find an opportunity to join Symphonic. As a company, we want to have an environment that is inclusive, diverse,  and accepting so that everyone, regardless of their background, race, or sexual orientation, has a chance to do great things in the industries of music, tech, and marketing. The Client  Relations Assistant will work full-time remotely out of our Rio de Janeiro, Brazil or São Paulo, Brazil location and will come with some really cool perks as well as ensuring that as an individual you have the proper work/life balance. 

In a Nutshell //  

The Client Relations Assistant for Symphonic assists Symphonic customers and partners, and other departments within the organization. The role consists of assisting clients and Symphonic internal departments with common support issues, technical support, errors regarding releases, accounting-related questions, phone support, and other queries that arise from day-to-day interactions.  

What you will do //  

• Engage in day-to-day discussions for Portuguese requests (email, Zendesk and Whatsapp), including managing difficult or emotional customer situations, responding promptly to customer needs, soliciting customer feedback to improve service, responding to service requests, and consistently meeting commitments.
  • Thoroughly understand every service offering of Symphonic Distribution for improved support performance.
  • Suggest solutions to clients - show and enable clients to learn the system properly.
  • Assist with one-off requests or tasks as assigned by management of the Client Relations department.
  • As needed, and with the support of Technology, reach out to clients to request redeliveries of audio and releases on an as-needed basis.
  • Educate clients on the Apple and Spotify style guide and its contents. 

• Help Maintain Symphonic’s public-facing knowledge base

• Provide feedback and suggestions for constant refinement of the Client Relations processes through available tools (HubSpot, Whatsapp, Zendesk)
• Clean and maintain Client Database by updating client details, requesting information updates when necessary such as artist pics, logos, addresses, emails, birthday, etc
• Assist Content Team as needed with the loading and/or updating of clients’ catalogs and content approvals as needed.

What you need to have //  

• 1 year of experience in a customer service capacity  
• Working knowledge and experience with email marketing platforms, Photoshop,  HTML, Microsoft Excel, Word and PowerPoint and/or equivalent Google Apps
• Ability to speak, write, and read English and Portuguese fluently  
• High School Diploma or GED 

What will set you apart //  

• Experience resolving systems issues or investigating customer service inquiries
• If your English sounds like or very near to a native English speaker  

Additional Insights  

• This role will report to the Client Relations Manager based in Rio de Janeiro