Senior Customer Contact Centre Assistant
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.