Customer Support Consultant FTC- Sport Travel

at  Destination Sport

THIS HYBRID ROLE IS BASED IN OUR MANCHESTER OFFICE, YOU MUST LIVE WITHIN A COMMUTABLE DISTANCE.

SportsBreaks is the leading live sports experience provider. We provide genuine approved tickets, travel and accommodation, all in one place. We give customers access to the best live sporting events in the world, from world-class football and rugby matches, to bucket-list packages for F1, golf and cricket. Every year, we help thousands of sports fans travel to their dream venue and watch unforgettable live sporting events unfold before their eyes, all back by a world-class customer service rating. SportsBreaks is part of Destination Sport Group, a global sports travel business based out of the United Kingdom. https://www.sportsbreaks.com/
Due to yet another year of exciting growth, we are looking to add a new Customer Support Consultant to our existing team on a fixed term contract. The key purpose of this role is to offer the highest level of service to customers of Sportsbreaks.com over the telephone, email, and Omni channels from both a sales and service perspective.

NO TWO DAYS ARE THE SAME IN THIS CUSTOMER FOCUSSED ROLE, BUT ON A TYPICAL DAY YOU WILL:

• Process bookings, amendments and cancellations as requested by the customer in a timely and accurate manner and in accordance with the company standards and terms and conditions, and those laid out in the entire ISO procedures manuals.
• Convert general enquiries into actual bookings utilising all the tools and technology available.
• Ensure all communication both written and verbal is within brand guidelines and tone of voice, accurate and conducted in a timely manner.
• Assist our customers to make informed decisions by offering additional products and services
• Assist and support with new starters ensuring the buddy scheme is effective and the starter is integrated into the team
• Accurately process data to ensure compliance with ISO standards.
• Take ownership of complex customer enquiries received in writing or over the telephone
• Ensure the highest level of customer service is offered to internal and external customers at all times
• Adhere to all SportsBreaks processes at all times
• Help and support in minimising or eradicating the harm our business operations inevitably inflict on the environment
• Assist the operations team by attending sporting events both domestically & internationally

TO BE SUCCESSFUL IN THIS ROLE WE ARE LOOKING FOR MOTIVATED INDIVIDUALS WHO

• Have previous B2C Contact Centre Experience (highly desirable)
• Have the ability to use telephony, live chat, email management simultaneously whilst adhering to all SLA’s and working towards KPIs, contributing to the overall customer NPS
• Have working experience in the consumer arm of the travel industry and/or sports travel is highly desirable.
• Be computer literate with experience of Microsoft office and Salesforce
• Possess outstanding customer service skills
• Be proactive with the ability to solve complex tasks
• Be accurate & have the ability to follow complex instructions under tight deadlines
• Have the ability to work within a team environment to achieve team/department objectives
• Possess exceptional communication skills both verbal and written
• Be well organised and quick to prioritise workload
• Have the ability to think logically and consider all relevant aspects with strong analytical skills
• Have a can-do attitude with the ability to think on your feet & stay calm under pressure
  So if you have a passion for sports, and are looking for your next challenge, take a look and get in touch we’d love to hear from you