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
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Respond to guest enquiries via phone, email, live chat, and social media promptly and courteously aligned with our brand tone.
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Provide detailed information about products and services, addressing any questions or concerns customers may have.
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Resolve customer feedback efficiently, ensuring a positive outcome and maintaining guest satisfaction.
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Participate in training sessions to stay updated on product knowledge and customer service best practices.
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Gain an excellent knowledge of products and attractions to answer queries and questions becoming a subject matter expert.
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Adhere to daily plan regarding which contact channel you are supporting at each interval during the day.
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Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
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Place customer orders via the dedicated booking system.
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Meet personal and team key performance targets.
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Ensure data protection and GDPR requirements are adhered to.
Health & Safety
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Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
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Understand risk assessments and ensure reporting of any new risks as appropriate.
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In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
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Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
Merlin - It's where we play
Merlin Entertainments
Merlin Entertainments
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