As a Contact Centre Advisor, you’ll be answering incoming guest enquiries, feedback and requests to make bookings via e-mails, chats, social media, and telephone calls. Working towards key performance targets, you will deliver outstanding levels of customer service, helping to create memorable experiences for our customers.
Key Responsibilities
Respond to guest enquiries via phone, email, live chat, and social media promptly and courteously aligned with our brand tone.
Provide detailed information about products and services, addressing any questions or concerns customers may have.
Resolve customer feedback efficiently, ensuring a positive outcome and maintaining guest satisfaction.
Participate in training sessions to stay updated on product knowledge and customer service best practices.
Gain an excellent knowledge of products and attractions to answer queries and questions becoming a subject matter expert.
Adhere to daily plan regarding which contact channel you are supporting at each interval during the day.
Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
Place customer orders via the dedicated booking system.
Meet personal and team key performance targets.
Ensure data protection and GDPR requirements are adhered to.
Health & Safety
Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
Understand risk assessments and ensure reporting of any new risks as appropriate.
In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
Qualifications & Experience
Customer service experience; contact centre preferred but not required.
Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
A well-organised person who manages time effectively and easily adapts to shifting priorities and requirements.
Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Works well in a team environment, communicating clearly and contributing positively to team goals and objectives.
Must to be available to work 5 days out of 7 including weekends and bank holidays. One of the working days must be a Saturday or Sunday.
Benefits
Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel.
25% discount in our on-site retail shops and restaurants.
40% discount on Lego.
Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world.
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