"Call Centre Operative"
Job Description template v2 created by Karen Jenkins 07.08.09 JOB DESCRIPTION 1. DETAILS Job title: Call Centre Operative Reporting to (Job title): Sales Manager Department: Sales Direct Reports: None Location: High Wycombe, Stadium. Hours: Shifts between 8:00am – 9.00pm 5 days per week. Events and match-days as required. FT / PT FT 2. JOB PURPOSE To ensure that customer’s needs both inbound and outbound are met in full via allowing customers to purchase match tickets and ensuring that every opportunity is taken to upsell to customers. To ensure that all set targets are met and achieved. 3. ROLE OF DEPARTMENT To ensure the commercial success of London Wasps and WWFC via ticket sales, inbound, outbound, face to face or via the internet. Ensure the smooth running of match day ticketing operations. 4. KEY OBJECTIVES To deliver excellent customer service to each and every customer. To meet and achieve set monetary targets both on inbound and outbound sales. To build and maintain customer relationships at all times, building rapport To provide ad hoc services dependant on customer’s needs upselling and cross selling where necessary. Creation of information and reports from AV as required Ensure smooth running of match day ticketing operations 1|Page Job Description template v2 created by Karen Jenkins 07.08.09 5. MAIN DUTIES / RESPONSIBILITIES To ensure that call targets are achieved both inbound and outbound Generate new business from both planned sales activity and from maximising opportunities from each and every customer interaction. To ensure that sales / upsells and cross sell targets are met and achieved and every commercial sales opportunity is maximised. Maintain up to date information on all customer interactions within the CRM database. Ensure all ticket purchases are recorded correctly to maximise database efficiency Respond to and follow up sales enquiries by post and telephone. Carry out all call center functions in accordance with the agreed procedures and to the required standard. To meet and greet customers at the ticket office and deal with their requests. To receive and process internet orders and file as required To complete all team card functions as required To complete all AV reports as required To perform additional administration duties as required by your supervisor / manager, including but not limited to, filing, filling envelopes, and updating call center information in accordance with the successful operation of a professional Ticket office / call center. Follow the required procedures for data entry and comply with the data protection act at all times Any other reasonable management request. 6. EQUIPMENT PC Land Line 7. SYSTEMS / SOFTWARE MS Office MS Outlook Audience View Adobe Photoshop elements 2|Page Job Description template v2 created by Karen Jenkins 07.08.09 8. CORE SKILLS, KNOWLEDGE TRAINING AND EXPERIENCE REQUIRED Experienced within meeting and exceeding targets, daily, weekly and monthly. At least 2 years call centre experience ideally both inbound and outbound. Clear focus on high quality and excellent customer service. Clear desire to achieve. High level of verbal and written communication. Flexibility within working days / hours. Shifts until 8pm and weekend match days 9. JOB DESCRIPTION AGREEMENT Job Holders Signature: DATE: Managers Signature: DATE: 3|Page