Customer Service Representative

2 months ago

London, Greater London, United Kingdom The Ivy Collection - Support Office Full time

About The Ivy Collection - Support Office

We are a dynamic and fast-growing restaurant group, committed to delivering exceptional customer experiences in our central hub in London's Fitzrovia. Our team is passionate about creating a welcoming and inclusive environment where our guests feel valued and cared for.

Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team as a Reservation Agent. As a key member of our front-of-house team, you will be responsible for handling phone calls and delivering outstanding customer service in line with our brand standards.

Key Responsibilities

  • Handle phone calls and live chat with professionalism and helpfulness, ensuring that our guests receive exceptional service and support.
  • Meet expected KPIs and conversion targets set by management, driving sales and revenue growth for the business.
  • Take and input reservations accurately and efficiently, ensuring seamless guest experiences.
  • Maintain a professional and positive work ethic, delivering excellent guest service on the phone to all guests.
  • Achieve monthly targets set by the business, driving sales and revenue growth.
  • Confirm reservations accurately and efficiently, ensuring guest satisfaction.
  • Deal with multiple restaurants as assigned by manager, providing support and guidance as needed.
  • Maintain knowledge of sites, offerings, and company values, ensuring a deep understanding of our brand and services.
  • Be positive and responsive to any guest's requests, providing solutions and support as needed.
  • Inform supervisors and managers of any complaints/ comments/ perceived issues from guests, ensuring prompt resolution and follow-up.
  • Be flexible to carry out any other reasonable duties and responsibilities within the job capability assigned as per the business needs.
  • Support on additional tasks where required.

Benefits and Rewards

  • 50% staff discount for you and up to 3 friends when you dine in our restaurants.
  • Celebrate career anniversaries, with a gift voucher to dine in our restaurants.
  • Career Development and Training, including Apprenticeships.
  • Free food and drinks to the same standard that we serve our guests when you are working.
  • Extra holiday allowance for length of service, up to 5 extra days after 5 years.
  • You can take your Birthday as a day off - Guaranteed.
  • Cycle to Work Scheme.
  • Discounts on Gym Membership and access to discounts on 100s of retailers, health, entertainment, travel & more.

About Us

Our shared CARING values help create an environment where we are happy, and engaged and we care for ourselves, our colleagues, our guests, and we celebrate our individualities and differences.

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