Customer Contact Centre Assistant
3 weeks ago
**JOB DETAILS**:
***
**Job reference**
REQ00555
**Date posted**
28/04/2023
**Application closing date**
31/05/2023
**Location**
London
**Salary**
£23k - £25k depending on skills and experience
**Package**
**Contractual hours**
40
**Basis**
Full time
**Job category/type**
**Job description**
**Reporting to Sales and Customer Service Manager**
London Theatre Direct (LTD) is a live entertainment ticketing business that sells theatre tickets in the West End, nationally and internationally. London Theatre Direct is part of the Trafalgar Entertainment Group.
**Job Purpose**
- As part of the Customer Care and Sales Contact Centre team, maximise ticket sales and ensure that a consistent excellent level of customer service and care is provided.
**Key Responsibilities**:
- Manage large amounts of calls & live chat messages in a timely manner
- Identify the needs of customers, resolve issues, and provide solutions.
- Build sustainable relationships and engage customers by taking the extra mile
- Undertake all duties in a way which contributes to the Group objective of providing excellent customer service
- Meet individual and team objectives, SLA’s, KPI’s and sales targets
- Identify, escalate, and report priority issues to high-level management
- Obtain and evaluate all relevant data to handle complaints and inquiries with effectiveness and professionalism
- To sell tickets to incoming callers, when necessary, for London musicals, plays, dance performances and operas in line with Company policy, using the on-line ticketing system
- Participate in induction and training programmes to ensure that appropriate skill levels are achieved to reach targets; and that customer requirements and business needs are met
- Administer all credit card transactions accurately without discrepancy to minimise loss of income and fraud
- Collect customer data in line with GDPR Regulations and Company policy in order that accurate data is maintained to ensure efficiency in future sales and marketing campaigns
- Ad hoc duties as and when required
**Knowledge and Skills**
- Excellent English verbal and written skills
- Customer service orientated
- Attention to detail and working to tight deadlines
- Knowledge and/or interest of theatre
LTD is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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