Mari
Customer Operations Responder
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Our on-site customer operations team works tirelessly during the event to resolve face-to-face customer issues and to provide proactive support to assist guests. Handling, logging, resolving, and escalating complaints using our helpdesk software and in-person escalations, the role incumbent should be flexible and adaptable to rotate through positions as required.
- Act as a first line escalation point for all on-site customer complaints, engaging with guests empathetically to maximize satisfaction.
- Working within customer operations protocols and procedures to mitigate and resolve complaints and issues.
- Management of all guest feedback, processing, responses, and reporting via face-to-face, telephone, email, general enquiries, and social media channels via the Zendesk platform.
- Liaison with all stakeholders, 3rd party vendors, ride operators, Royal Parks, and other internal PWR/MARI departments.
- Collaboration with the office-based customer service team to ensure all complaints are dealt with seamlessly and promptly to meet PWR/MARI SLA’s.
- Ensure consistent and efficient logging and management of Zendesk help centers and the agent admin system for all customer enquiries at the information point.
- Ensure all general queries for the event are answered via Zendesk within 48 hours of the customer reaching out.
- Support all customers with ticketing queries, including package bookings, throughout the event through third-party scanning and look-up systems.
- Act as an Ambassador for Winter Wonderland’s Core Values: We Are Collaborative, We Strive for Excellence, We Are Respectful, We Are Passionate
- May include support on special events at Winter Wonderland throughout the event run, including but not limited to Preview Evening and Winter Wishes.
- Work very closely with operations management and ride management to assist in managing both operation Mistletoe and Oscar procedures.
- Work very closely with operations management and incident reporting team to assist from a customer service perspective throughout the live event, ensuring a duty of care and accurate record keeping.
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Requirements
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- Previous experience in a similar role in a busy, fast-paced environment
- Ability to work under pressure with accuracy and attention to detail
- Strong interpersonal skills and the ability to work collaboratively with diverse teams
- Excellent communication skills, both verbal and written, with the capacity to engage with individuals from varying backgrounds
- Creative problem-solving abilities and a proactive approach to implementing solutions.
- Flexibility and adaptability to work in a fast-paced, dynamic event environment.
- A genuine desire to deliver exceptional customer service
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