What you'll bring to the team
Role Summary
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.
- Ongoing training and development opportunities.
Pay Range
GBP £12.80/Hr.
