Customer Service Executive

Inspiring Interns; City Of London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A dynamic events startup in London is seeking a Customer Experience Executive to enhance customer interactions and deliver exceptional service. Candidates should have over 2 years of experience in customer service, be passionate about ticketing, and proficient with CRM systems. This role offers a salary up to £30k and involves resolving customer issues through multiple channels.

Benefits

Access to VIP experiences at live events

Monthly incentive programme

Development programme

Pension and cycle to work scheme

Qualifications

• 2+ years of experience in customer service, preferably in ticketing and events.
• Exceptional interpersonal skills for customer interactions.
• Comfortable solving issues over the phone.

Responsibilities

• Address customer inquiries and feedback with enthusiasm.
• Resolve customer issues over the phone efficiently.
• Manage client concerns through CRM systems.

Skills

Customer Service

Communication Skills

Problem-Solving

CRM Systems

Box Office Knowledge

Job description

Overview

This role requires fluency in either French, Spanish, German or Italian.

Do you want to work for an exciting Sports and Events start up in Central London?

Who are we
We are dedicated to helping fans get VIP access to the best sports, music and cultural events. We’re proud to be the premium ticketing marketplace working with some of the biggest and most prestigious clubs & venues including the Welsh Rugby Union, Yorkshire Cricket, Hampshire Cricket and York Racecourse.

We are experts in digital transformation. We provide clubs and venues with the technology that brings all aspects of the hospitality booking process online, improving the customer experience and giving fans 24/7 access to premium experiences.

Our brand partnerships have grown significantly over the past six months. We now exclusively power hospitality and premium ticket sales through 40+ direct partnerships, and work officially with hundreds more.

Who we’re looking for

We are seeking a dedicated and customer-centric Customer Experience Executive to join our team. In this role, you will be at the forefront of our customer interactions, passionately delivering the highest levels of customer service across all channels. Your expertise in ticketing and your box office background will equip you to confidently resolve issues over the phone and effectively manage client concerns through our CRM systems, ensuring every customer interaction is positive and memorable.

Responsibilities

Customer Interaction: Love working with customers on a daily basis, addressing their inquiries, concerns, and feedback with enthusiasm and a commitment to exceptional service.

Phone-based Issue Resolution: Confidently engage with B2C customers over the phone to troubleshoot issues, resolve concerns, and provide timely solutions that meet customer needs.

Effective CRM Utilization: Leverage CRM systems to accurately log client issues, maintain comprehensive records, and track each case through to resolution.

Box Office Expertise: Utilize your background in box office operations to navigate customer inquiries related to ticketing, events, and premium experiences.

Channel-agnostic Customer Service: Deliver consistent and outstanding customer experiences across multiple communication channels, including phone, email, and live chat.

Passion for Ticketing: Bring your love for the world of ticketing to your interactions, fostering a deep understanding of our offerings and conveying that enthusiasm to customers.

Issue Management: Take ownership of customer issues, ensuring prompt and effective resolution while maintaining a positive customer relationship.

Collaboration: Work collaboratively with cross-functional teams to communicate customer feedback and advocate for continuous improvement in our products and services.

Skills & Experience

While these qualifications are highly regarded, we appreciate the richness of diverse experiences. You don't need all of them, but they could include:

• Background in box office operations, with a genuine passion for the ticketing industry.
• Exceptional interpersonal skills, able to connect authentically with customers and deliver exceptional service experiences.
• Strong problem-solving aptitude, capable of swiftly identifying solutions to address customer concerns.
• Comfortable and confident in resolving issues over the phone with B2C customers.
• Proficiency in using CRM systems to log, track, and manage customer inquiries and issues.
• Outstanding verbal and written communication skills, adapting your tone to various communication channels.
• Empathy and active listening skills to understand customer needs and provide personalized solutions.
• Ability to maintain composure and professionalism in high-pressure situations.
• Enthusiastic and proactive approach to problem-solving, striving to exceed customer expectations.
• 2+ years of experience in customer service, with a focus on ticketing and events preferred.

What we offer

• Becoming part of a passionate and fast-growing company
• Fun and dynamic working environment
• Access to VIP experiences at live events
• Salary up to £30k (based on experience)
• Monthly incentive programme
• Development programme
• Pension and cycle to work scheme