Customer Service Advisor (Fixed term)
Mike Burton - Destination Sport Group
This is a hybrid role based in our Gloucester office, you must live within a commutable distance.
This is a fixed term contract until 31st August 2025.
As part of Destination Sport Group (“DSG”), Mike Burton creates and delivers major brand, customer and revenue focused ticketing and travel programmes around the globe, working in direct partnership with organisations that include the British & Irish Lions and England Rugby. https://mikeburton.com/
Due to an exciting time of growth, we're looking for a Customer Service Advisor to join our existing team on a fixed term basis. This role will focus on processing customer requests and liaising with the internal teams to provide exceptional customer service in the lead up to the Lions Tour 2025 to Australia.
No two days are the same in this exciting role but on a typical day you will:
* Liaise with customers and handle queries via telephone, email and live chat.
* Work closely with internal teams to handle booking changes including operational logistics, product name changes and amendments.
* Maintain customer accounts by recording information in our Customer Relationship Management System (CRM) and keeping our booking reservation system updated.
* Document key customer booking changes and inputting into the system.
* Be involved with the creation, allocation and distribution of customer documentation within agreed timescales.
* Complete final checks of all travel documentation, mediating between internal departments and external customers to ensure that all information provided is correct.
* Handle customer feedback, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
* Maintain customer accounts by processing adjustments.
* Identify and assess customer’s needs to achieve satisfaction.
* Complete any ad hoc assigned duties required.
To be successful in this role, our ideal candidate will:
* Have a passion for delivering exceptional customer service and the ability to build rapport with our customers.
* Have previous experience in a similar role and/or in the travel industry would be highly advantageous.
* Possess outstanding interpersonal and communication skills both written and verbal.
* Be a flexible and operationally minded person who is highly organised with an interest in delivering exceptional customer service.
* Have a passion for building effective relationships with our customers, internal teams, and stakeholders of the business to help you achieve your aims and objectives.
* Have the desire to go the extra mile, to ensure the best possible outcome for our customers.
* Thrive in high pressure situations and can use their own initiative to problem solve.
* Be a great collaborator, happy to ‘help out’ in other areas that will only grow your experience and opportunities.
* Have a keen eye for detail and the desire to get things right the first time.
* Have strong IT skills and an understanding of Microsoft Office (Word, Excel and Outlook primarily).
* Have a flexible approach to work with the ability to assist with sport events outside of regular working hours when the Lions Tour and events are taking place.
* Be an outstanding communicator who is articulate, precise and well presented.
* Have experience using a CRM system would be highly advantageous.
So if you are looking for your next challenge, please get in touch; we'd love to hear from you!
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