Trafalgar Entertainment

JOB DETAILS Job reference REQ00680 Date posted 04/09/2023 Application closing date 17/09/2023 Location London Salary £23,000 – £25,000, depending on skills and experience Package Contractual hours 40 Basis Full time Job category/type Customer Contact Job description As part of our busy Customer Contact Centre team, you will ensure an excellent level of customer service and care is provided through our phones and online system. LOCATION: HYBRID – London / Work From Home HOURS: 8hr shifts over seven days Key Responsibilities Manage large amounts of calls & 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 team leaders. 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 & Skills Excellent English verbal and written skills Customer service focus Attention to detail and working to tight deadlines Knowledge and/or interest of theatre is desirable LTD is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.