Contact Centre Advisor
- Chertsey, Surrey
- £12.35 per hour
- Temporary
- Full-time
- Provide effective and efficient answers to guest enquiries.
- Identify guests’ needs, clarify information, research every issue, and provide solutions.
- Keep guest satisfaction and guest obsession at the core of every decision and behaviour.
- Gain an excellent knowledge of products and attractions to answer queries and questions so you are a subject matter expert.
- Resolve guest complaints as a first point of contact. Upholding the UK resolution matrix to ensure the consistency of guest recovery offered to any of our guests.
- Adhere to daily plan regarding communication guest channel you are supporting at each interval during the day.
- Ensure adequate coverage for guest demand by adhering to scheduled break times and remaining available to answer guest contacts for the duration of your shift.
- Ensure data protection and GDPR requirements are adhered to.
- Ensuring guest feedback is adequately and effectively categorised to ensure feedback can be passed on.
- Excellent interpersonal skills with a polite, eloquent, and out-going demeanour
- The confidence and ability to engage with colleagues across our business and with our guests.
- Experience of working within a customer service environment (contact centre preferred but not essential)
- The ability to work in a fast-paced industry.
- The ability to pick up new systems quickly and easily.
- Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
- 25% discount in our retail shops and restaurants
- 40% discount online off LEGO, and much more!
- Free bus from Staines station for all employees
- Fortnightly pay
- Free staff parking
- Ongoing training & development to have a longer-term career in Merlin
- Access to Perks at Work which 30,000+ national & local employee discounts