Customer Contact Centre Assistant

3 weeks ago


London, United Kingdom Trafalgar Entertainment Full time

**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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