Bilingual Customer Relations Assistant

The vacancy

Hours of Work: 21 hours per week (3 days)

The Customer Relations Department is the first point of contact for all those that visit Wales Millennium Centre. Our department is responsible for answering all customer enquires via our phone, emails, web chat service in the Contact Centre in person at our information point located front of house. On a daily basis we offer customers guidance on what to do and see at the Centre; as well as how to use our self-service tools on our website, help those with accessibility needs and raise customer awareness of our charity aims and community work.

Innovation is important to us and a big part of the work we do in the Customer Relations team. Within the last few years, we have launched e-tickets, online ticket exchange service, web chat and enabled Group bookers to edit and pay for their bookings online. A bit part of the role is to help customers with managing their booking online and offering guidance and support to those with access requirements.

About the Role and Responsibilities:

As a Part-time Customer Relations Assistant, you will report to our Customer Relations Supervisors in our Contact Centre helping to run and maintain our daily operations on site. Your job will include:

• Using our Customer Relation Management system (Tessitura), Web Chat Service, Phone and Email system to communicate, process customer information and services,
• Supporting the Customer Relations Management team with the audience incoming for shows,
• Using your interpersonal and communication skills to assist our customers via our various communication channels,
• Working as part of the operational team with our Customer Experience team and Food and Beverage team,
• Working alongside other departments, including our Marketing and Digital team, Community, Creative Learning and Finance.

Your role may be subject to a DBS check

Key Requirements:

The expectation for the Customer Relations Assistant role is to be able to communicate confidently in Welsh and English with customers via all methods of communication (by phone, email and face to face). The candidate must be confident in offering good customer service for customers with access need. The majority of the shifts will be office based using display screen equipment as well as multi-comms and customer relations management system which training and support will be provided for. Candidates must have basic IT skills and the ability to learn and develop new ones.

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