Customer Service Advisor

£4.80 - £10.00 hourly
  • Agility
  • London Ebor Business Park, Millfield Lane, Nether Poppleton, York, UK
  • Nov 11, 2021
Part time Customer Service

Job Description

Lessicas Limited is a Family Entertainment Company operating under the Agility brand and we offer a new concept in indoor adventure parks.  Agility offers families a safe, fun environment to get fit and exercise together through Obstacle Courses and fitness classes 7 days a week.

Job Description:  Agility is seeking a highly motivated candidate who strives to give excellent customer service to everyone who visits or would like to visit the Park in York.  The role will involve answering customer queries in a timely manner, managing a busy inbox, answering Facebook and Instagram comments/queries online, responding to Google reviews and responding to all positive (and sometimes negative) feedback appropriately, preparing for Agility Parties and ensuring the parents have a great line of contact before arriving.  The customer comes first, and we will ensure they have exceptional service.  You will be a Brand Leader for Agility and must believe in the Brand and what it stands for - Safety, Customer Experience, Fun and Energy.

RESPONSIBILITIES:

Main duties:

  • Responding to all inbox enquiries positive and negative in a prompt manner.
  • Responding to Facebook and Instagram comments and messages appropriately and in a timely manner
  • Answering Google reviews in a timely manner, acknowledging and thanking customers for praise and ensuring we manage all negative reviews appropriately and fixing the issues highlighted.
  • Answering the phone and handling customer queries to a high standard, ensuring the customer only ends a call after receiving the highest standard of customer service and all the information they require as well as any extra marketing material you can give them to go above and beyond the customer expectations.
  • Manage party bookings – this will be a large part of the role. You will be advising customers on the correct choice of party and availability.  You will need to provide guidance on booking a party and emailing links to customers to enable them to book online. Following a party booking you will be required to send out our standard email within a day or two of the party being booked and sending out invitations to the home address of the customer. 
  • Become proficient in our Roller back office to help with customer bookings
  • Become knowledgeable about the different Park sessions and Classes we offer at Agility
  • Contacting all Party bookings and large group bookings before and after the event to answer any questions and request feedback on the booking.
  • Attend a weekly meeting with your supervisor and sometimes the Directors to keep in touch with what is going on and discuss forthcoming promotions
  • Be a Brand Ambassador for Agility and The Shack– to believe in the concept and constantly promote our ethos
  • You maybe required to perform other related duties as assigned

Characteristics:

  • Extremely organised and highly self-motivated
  • Excellent customer service
  • Must be able to communicate effectively both on the telephone and via email
  • Ability to project professionalism in every area
  • Be IT proficient especially in Microsoft Office and social media
  • Understand the importance of confidentiality and keeping customer information safe at all times