Query Resolutions Team Leader

4 days ago

Sandton Gauteng, South Africa Hill Appointments Full time

Job Title:

Query Resolutions Team Leader (Digital Royalties and Copyright)

Position Overview:

We are seeking a highly organised and articulate individual to join a globally active organisation with its roots in Europe and a growing footprint in Southern Africa. This junior to mid-level role will be the first Customer Relations team member based in the Johannesburg office. You will report remotely to a Team Manager based in Zurich and collaborate with a small international team dedicated to client experience and communication excellence.

This is not a sales or business development role. You will primarily be handling inbound client communication, mostly via email, with a strong focus on clear, concise, and strategically aligned responses. The ideal candidate will be proactive, adaptable, and capable of working independently, while coordinating closely with colleagues across departments and time zones.

In addition to customer interaction, the role includes contributing to the company's growing communications and content function. You will assist with updating web content, coordinating digital presence, supporting the preparation of press materials, and shaping a consistent tone for the brand across platforms.

Key Responsibilities:

  • Respond promptly and professionally to customer enquiries via email
  • Manage expectations and maintain high client satisfaction
  • Liaise internally to resolve customer requests and ensure smooth communication flow
  • Maintain and update onboarding guides, FAQs, and internal reference documents
  • Build and maintain accurate distribution lists
  • Support the launch of a digital and social media presence for the company
  • Update website content regularly in collaboration with management
  • Assist with the scheduling and preparation of client business review meetings

Essential Skills & Attributes:

  • Sharp attention to detail and a methodical approach
  • Strong written and verbal communication across all levels
  • Customer-centric, with the ability to anticipate needs and resolve queries with care
  • Confident working independently while collaborating across functions
  • Assertive yet respectful in tone and delivery
  • Excellent time management and organisational skills
  • Proactive mindset with the ability to suggest improvements and pre-empt issues
  • Professional written English and adaptability in tone depending on the audience
  • ********************************Must have experience within the digital copyright space (Royalties/disputes or resolutions)*****************

This role offers the opportunity to be part of a close-knit international team, contribute to a growing local presence, and help shape how the brand is experienced by its customers around the world

Job Type: Full-time

Pay: From R25 000,00 per month

Ability to commute/relocate:

  • Sandton, Gauteng 2196: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • Digital Marketing: 2 years (Required)

Language:

  • English 1st (Required)

Work Location: In person

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