Senior Customer Contact Centre Assistant

  • Location - London, United Kingdom
  • Job type - Full Time
  • Salary - £25,000
  • Closing date - 30 Sep 2022
London Theatre Direct Published 4 weeks ago

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 Contact Centre team, maximize ticket sales & ensure an excellent level of customer service and care is provided. To support and motivate the team to handle queries accurately and effectively in the absence of a Team Leader.

Key Responsibilities:

  • Generate system reports at the end of each day /as and when requested.
  • Actively check & action internal communication for the wider team & industry as well as identifying any pressures that this may have on the day to day running of the department.
  • 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.
  • 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.
  • Deputise for the Team Leaders in their absence which will include leading the team day to day, external communication with partners & industry and other administration tasks.
  • Ad hoc duties as and when required.

Knowledge and Skills

  • Experience supporting and motivating teams
  • Excellent English verbal and written skills
  • Customer service focus
  • Attention to detail and working to tight deadlines
  • Knowledge and/or interest of theatre and live entertainment
  • Command of French, German or Spanish language, desirable

LTD is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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