Retail Customer Service Coordinator

Description:

As a Retail Customer Service Coordinator your goal is to maximise the sales and profit performance of Warner Bros. Studio Tour London through engaging the team, inspiring world class customer service, implementation of the highest commercial standards and effective stock management.

Your Role Accountabilities…

• Respond to all telephone, email and mail enquiries for Studio Tour Retail and ecommerce operation and undertake administration of returns and exchanges.

• Identifying potential out-of-stock issues and communicating back to line manager and colleagues.

• Brief staff and Team leads on errors discovered from customer enquiries.

• Feeding back issues to retail team, to be incorporated in daily briefings, to keep all members of the team fully aware.

• Monitor and review results and evolving processes accordingly.

• Suggest lines to add to our ecommerce operation (based on requests at the tour and industry trends).

• Suggest delivery destinations for our ecommerce operation based on enquiries.

• Keep accurate records of correspondence and report on trends to the Customer Services Assistant Manager.

• Problem solve and ensure a high standard of customer service is always delivered to our customers.

• Participate in covering of the Studios Tour as necessary including weekend, bank holiday, school holiday and late evening cover in rotation with other team members.

• Adhering to all H&S policies and procedures to ensure a safe environment for all visitors and staff.

• Complete paperwork to ensure inventory is always accurate as well as ensuring administrative work is accurate and up to date.

Qualifications & Experience…

• Proven experience delivering high levels of customer service.

• High level of problem solving and decision-making ability.

• Confident communicator with the ability to engage with both customers as well as staff in a timely & effective manner to enhance store operations with both

• IT literate with experience using the full MS Office suite

• Well organized and focused with the ability to prioritize workload and manage change in an environment that never stands still.