Customer Service Coordinator

Copyright Licensing Limited; Devonport-Takapuna; Hybrid; NZD 19,000 - 28,000; Part time

Job summary

Tāwhia Copyright Aotearoa is seeking a detail‑oriented Customer Service Coordinator to support schools, universities, publishers, writers and artists with accurate copyright and licensing information.

The role is part‑time (15 hours/week), generally mornings on weekdays, and hybrid with at least one day in the Takapuna office. You will handle inquiries, maintain CRM data and contribute to process improvements.

Qualifications

• Experience in customer service, technical support and administration.
• Strong written and verbal communication.
• Confidence using databases, online portals and workplace technology.
• Excellent attention to detail, sound judgement and effective prioritisation.
• An ability to work independently and handle confidential information appropriately.
• Experience with CRM systems, licensing, rights management or data collection would be useful.
• Knowledge of publishing, writing or the arts is appreciated but not essential.

Responsibilities

• Respond to customer enquiries by email, web form and phone.
• Guide customers in using online service portals and provide practical technical and copyright support.
• Maintain accurate customer, rightsholder and licence information in Zoho CRM.
• Identify and resolve data gaps, duplicate records and contact changes.
• Support licence-holder data collection, including confirming contacts, explaining requirements and following up outstanding returns.
• Work with colleagues to improve customer service, systems and workflows.

Skills

Customer service

CRM systems

Data entry

Communication

Tools

Zoho CRM

Databases

Job description

Help support Aotearoa New Zealand's creative community. Tāwhia Copyright Aotearoa (TCA) and Resale Royalties Aotearoa Toi Huarau (RRA) are looking for an organised, approachable Customer Service Coordinator to provide accurate and friendly support to customers, including schools, universities, publishers, writers, and artists.

This is a part-time role of 15 hours per week, generally worked as three hours each weekday morning. The role is hybrid, with at least one day (Tuesday) in the Takapuna office.

Key responsibilities

Respond to customer enquiries by email, web form and phone.

Guide customers in using online service portals and provide practical technical and copyright support.

Maintain accurate customer, rightsholder and licence information in Zoho CRM.

Identify and resolve data gaps, duplicate records and contact changes.

Support licence-holder data collection, including confirming contacts, explaining requirements and following up outstanding returns.

Work with colleagues to improve customer service, systems and workflows.

About you

You are a confident communicator who enjoys helping people and keeping information accurate. You can work independently, manage competing priorities and know when to escalation an issue.

Experience in customer service, technical support and administration.

Strong written and verbal communication.

Confidence using databases, online portals and workplace technology.

Excellent attention to detail, sound judgement and effective prioritisation.

An ability to work independently and handle confidential information appropriately.

Experience with CRM systems, licensing, rights management or data collection would be useful.

Knowledge of publishing, writing or the arts is appreciated but not essential.

About us

Tāwhia Copyright Aotearoa is a not-for-profit organisation that supports Aotearoa New Zealand's creative sector by facilitating lawful access to copyright works and helping ensure creators are recognised and fairly compensated. Its wholly owned subsidiary, Resale Royalties Aotearoa Toi Huarau, administers the Artist Resale Royalty Scheme. We value respectful and inclusive ways of working, support our commitment to Te Tiriti o Waitangi, and recognise Māori perspectives and tikanga.