Part Time Customer Service Assistant Job
Job Type - Part time
Salary - £12.21 per hour
Location - Birmingham
Job Description
We are recruiting for customer service assistants (CSAs) to join our Customer Services department to work on our Welcome Desk. We are recruiting for 2 CSA roles at 18 hours per week and 1 variable hours Hours of work will include weekends and evenings.
This is a key customer focussed role for MAC and is key to visitors’ experience and to the perception of the organisation.
Principal Purpose of Post
Our Customer Service Assistants (CSAs) provide knowledgeable, efficient, friendly and professional customer service to the public and all users of the site whilst ensuring the safety and security of all users. The CSAs are responsible for administering the sale of tickets and retail items and responding to customer enquiries received by telephone, email and in person.
Key Responsibilities:
- Staffing the Welcome Desk, providing excellent customer service and a warm welcome to all MAC customers.
- Respond quickly, clearly and professionally to in-bound customer enquiries via phone, email or in-person and, when necessary, escalate queries or complaints in accordance with MAC’s Feedback and Complaints procedure.
- Using knowledge and understanding of the above, respond to queries confidently and accurately, understand our customer’s needs and make appropriate and useful recommendations.
- To attend training as scheduled and proactively keep up to date with MAC’s work as a charity, it’s fundraising activities, arts programme, accessible facilities, food and drink and venue hire offers and ticketing terms and conditions.
- To administer the sale of tickets, reservations and exchanges to MAC programme and events over the counter, via telephone, post, or email using MAC’s ticketing and customer relationship management system. On occasion, there may be a requirement to perform these duties off-site but in close proximity to the building.
- To collect and enter full and accurate customer data when making sales through the ticketing system, up-sell tickets to other MAC events.
- To provide administrative support using MAC’s ticketing and customer relationship management system.
- To proactively support MAC’s work as a charity by asking customers for donations as part of all ticket sale transactions, using donation messaging provided by the Fundraising Team. This will include working as a team towards pre-agreed Fundraising Targets.
- Maintaining accurate customer database records to enable MAC to communicate effectively with customers for marketing and booking specific purposes, ensuring Data Protection Legislation is complied with at all times.
- Processing transactions for Retail Shop products through the EPOS system and processing any online orders received for delivery.
- Support the Retail Manager in maintaining stock levels and excellent standards in the shop through stock replenishment, checks, pricing and merchandising.
- Sell shop products to customers, talking positively and informatively about the products.
- Support the management of the online shop by fulfilling online orders and preparing them for collection or delivery.
- Completing end of day cash reconciliations of the ticketing and EPOS systems, investigating any discrepancies with the support of the Team Leaders.
- Oversee the issuing and return of access passes to MAC visitors, being mindful of building security and limiting access as necessary.
- In the event of a building evacuation, assist the Duty Manager with evacuating Staff and Visitors and preventing re-entry.
- To adhere to MAC’s policies and procedures at all times.
- Further promote and ensure the implementation of the equal opportunities, diversity, safeguarding and health & safety policies of MAC.
- Any other duties which may reasonably be required to support cross-organisational needs
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