- Manage incoming emails, phone calls and live chats via our CRM, Hubspot, in a prompt and accurate manner.
- To be the helpful expert at the end of the line, helping our customers with booking enquiries, amends, cancellations and payment queries - aiming for smiles all round
- Manage the cancellation process within the hirers booking and to positively influence retention levels by proactively engaging with hirers about their usage levels.
- Liaise with other departments, such as operations to resolve any issues raised from customers.
- Take ownership for hirer questions/concerns and ensure you follow up with hirers, once answers are obtained from a school or operations.
- Maintain accurate and secure records of hirers' details on the booking system to ensure the timely and accurate collection of their payments.
- Collection of non-payments for bookings prior to booking going ahead. Enforcing a 'No pay No play' policy.
- Add new school and facility information to our booking platform.
About you- Experience in delivering exceptional customer service.
- Experience in using a CRM, such as Hubspot and a telephony system such as Aircall, or good computer literacy.
- Excellent verbal and written communication skills.
- Extremely strong interpersonal abilities, with a genuine desire to help others.
- Great time management skills with s self-starter attitude.
- Flexible & adaptable on business requirements and happy to work shifts, including evening, weekends and public holidays, when required.
- Experience in delivering exceptional customer service.
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Customer Contact Centre Advisor - Manchester, United Kingdom - Vivify Venues
Description
Customer Contact Centre Advisor - Manchester, Greater Manchester
Job Description:
As Customer Service Advisor, you will be responsible for providing support to our hirers, schools and teams from 9am-7pm weekdays and 7:30am-3:30pm weekends. Therefore, this role will require flexibility to work some evenings and weekends. The role will be based in Manchester the majority of the working week, with the flexibility to work remotely on occasion.
What you'll be doing
