Remote Customer Service Manager Remote
Job description
Frankie + Lola’s is a growing national Soft Play & Café brand, with venues currently opened in Inverness, Walsall, Liverpool and Burnley. We are well placed to offer an exciting, dynamic, fast-growing workplace to our team, and aim to be a rewarding and fun place to work. We place an emphasis on being a forward-thinking and energetic company, with plans to shake up our industry and generate new ideas about what a Family Entertainment Centre should look and feel like.
Frankie + Lola’s is looking for a Customer Service professional to take on the role of Customer Service Manager, delivering remote customer service to our customers nationwide via multiple channels.
Responsibilities will include:
- Managing incoming enquiries across telephone, email and social media.
- Delivering a comprehensive service to enquiring customers;
- Delegating certain customer enquiries to relevant teams/individuals as required;
- Managing a large number of incoming calls and emails;
- Managing customers’ accounts including membership and bookings;
- Keeping a record of customer interactions and details of actions taken;
- Converting enquiries into paid bookings and memberships and parties;
- Generating sales leads;
- Reporting on key metrics and results and reviewing trends and statistics weekly with the management team.
- Monitoring and responding to customer feedback and reviews, escalating complaints, acknowledging customer feedback and replying personally to each response.
- Running a weekly customer feedback meeting and presenting trends and key highlights to venue managers and the rest of the management team.
The ideal candidate will:
- Be a pro-active self-starter who is happy to work remotely and on own initiative;
- Have excellent verbal and written communication skills in the English language;
- Have the ability maintain calm under pressure and prioritise enquiries;
- Have a thorough knowledge of the products and services that we offer;
- Be efficient and organised;
- Possess administrative skills along with a firm grasp on modern business IT solutions such as ticketing platforms (e.g. ZenDesk or other), Microsoft 365 suite and telecommunications systems;
- Be generally IT and computer literate;
- Be able to commit to working Saturdays and Sundays, in exchange for rare midweek days off.
Job Types: Full-time, Permanent
Salary: £30,000.00-£40,000.00 per year
Benefits:
- Employee discount
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Weekend availability
Experience:
- Sales: 1 year (preferred)
- Customer Service: 2 years (required)
Work Location: Remote
