Charles Francis Cooper
Customer Service Executive
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Customer Services Executive
Company Overview
Office based - Liverpool (no Hybrid)
Our client specialises in exclusive tickets, premium hospitality, and match breaks, for the world’s most sought-after shows and events. We’re an Official Ticket Agent for: Liverpool FC, Manchester United, Tottenham, Leeds United, Wembley Stadium, The O2 London, Co-Op Live, and Aintree Races. We offer every solution to meet personal and/or corporate business needs, with over 23 years of unrivalled experience.
Job Description
We are currently seeking a highly organised and motivated Customer Services Executive who will be responsible for all inbound Customer Services enquiries, and managing updates to bookings from start to finish, including keeping our systems and our hotel partners up to date.
You’ll be using a variety of communication channels (phone, email, online chat, WhatsApp) ensuring a high level of customer service and efficiency are delivered at all times and maximising all opportunities to convert further sales.
This is a fast-paced role where no two days will be the same. For the right candidate, this role will provide a wealth of opportunities and career development as the company continues to grow. If you're ready to work hard, be part of a supportive team, and grow your career in a business that values its people, we’d love to hear from you
Key Responsibilities
- Respond to all inbound enquiries and sales channels such as Email / Social Messaging / WhatsApp / Phone
- Providing a VIP Service to Every Customer: Whether helping a new or regular customer you'll go above and beyond to make their experience amazing
- Being a Brand Ambassador: You'll proudly represent our brand, creating an exceptional experience for everyone you interact with
- Take all opportunities to convert conversations into sales and organise these in a timely and efficient manner
- Work collaboratively with the team to ensure the latest Ticket information is always shared
- Build a strong rapport with our hotel partners, handling conversations with care and confidence
- Turning Complaints into Opportunities: Every complaint is an opportunity to WOW a customer. You'll turn difficult situations around with your patience, empathy, and problem-solving skills
- Handling Changes: You'll be the go-to expert for customers needing to make changes to their bookings, either due to Fixture changes or changes of travel plans and advising on the best hotel available options
- Upsell and book Stadium Tours on separate portal
- For any additional bookings or amendments, you will be requesting payments to secure them and updating all order and customer records accordingly, once payment has been received
- Generate Gift Vouchers, Gift Letters, Uber Travel Vouchers when necessary and maintain logs accordingly
- Follow up customers online failed orders, offer advice and support for converting these into sales
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General Skills and Attributes
- Customer-focused with exceptional customer service skills
- Extremely well-organized with the ability to perform under tight deadlines
- Excellent communication (written and oral) and interpersonal skills – with the ability to effectively communicate with people at all levels
- Flexible and adaptable
- Conflict management/resolution
- Highly self-motivated
- Enthusiasm and willingness to be flexible in approach to achieve desired outcomes
- Proactive and engaging style
- Strong 'can do' attitude
- Remain calm under pressure
- Rigorous attention to detail
- High work commitment
- Willing to self-evaluate and work towards continuous improvement
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Person Specification
- Customer service experience, particularly over the telephone / email / messaging / in-person
- Good interpersonal and oral communication skills
- Good problem-solving and organizational skills
- Numerate
- Computer literate – Google Sheets / Microsoft Office / Word / Excel / Wordpress
- Can juggle multiple tasks at the same time
- Can meet and exceed deadlines
Experience of the following would be an advantage
Strong knowledge and interest in the sporting and events industry would be advantageous, also ticketing sales processes, sales procedures, online booking, box offices, database and CRM Systems.
Previous Experience Required
- Customer Service
- Sales
- Problem solver
- Events
- Ticketing
- Hospitality
Keen Interest in
- Sporting Events / Tourism & Leisure / Events
Company Benefits
- Office Hours 9:00 – 17:30 (Can be flexible)
- Monday – Friday
- 25 days holiday (pro-rata) + Bank Holidays
- Please note some evening and weekend work may be required around key events
- Any overtime accrued will provide time off in lieu
- Smart casual dress code
- Free onsite car parking
Charles Francis Cooper celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
(Charles Francis Cooper are acting as an employment agency)
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