Senior Client Services Representative – London

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Who We Are It is our mission to deliver unforgettable life experiences around best in class events Worldwide. Our exclusive partnerships with bucket list events like The Kentucky Derby, Formula 1, Pro Football Hall of Fame, The Open Championship, College Football National Championship and many more allow us to deliver once in a lifetime experiences direct to our most passionate fans. Our Culture Passionate. Entrepreneurial. Progressive. Innovative. Fast-paced. Driven. Optimistic. Collaborative. Fun. — That’s how our employees describe us. Here at QuintEvents, our employees love the opportunity to work on the world’s most prestigious events, the family-like atmosphere and the opportunity for growth in an ever-changing environment. If you can thrive in the chaos of a fast growing business, want to be part of some of the most memorable moments in people’s lives and love being in the know about the biggest, most exclusive events around, then QuintEvents might be the right company for you! Keep reading… The Role This is not your typical customer service role! Come be a part of a proactive team creating new and innovative ways to deliver extraordinary customer satisfaction. As the Senior Client Services Representative, your contribution to the organization will be as the ‘voice’ of the company to our customers. You will be quintessential to maintaining client relationships post-purchase! This means addressing any client concerns, requests, questions, and issues. Reporting to the Client Services Manager , you will do this by: Providing a Stellar Customer Experience – Proactively and effectively communicate important information to answer questions, resolve issues and deliver a quality experience, ultimately resulting in higher survey results and repeat business; Procure a deep knowledge of event details to allow for more effective customer responses; Effectively provide customer support for a high volume of overlapping events. Putting Customer Needs First – Ensure customer needs are met by working to accommodate special requests, logistics, and complaints efficiently and effectively ; Answer any client emails and returning voicemails within 24 business hours; Work with your peers to ensure all clients are engaged as quickly and effectively as possible. Managing Unforeseen Circumstances – Calmly, professionally and respectfully handle any issue a client may have impeding on their experience; Accept and address client elevations as needed and provide guidance in handling difficult situations to your peers. Driving Outcomes – Be an outspoken contributor to the team, think outside the box and drive change; Provide exceptional customer service with the vision and innovation to identify additional opportunities for increased customer satisfaction, repeat business, and improved ratings; Provide constructive feedback to management regarding key customer concerns, emerging issues, or areas for improvement. Collaborating for Success – Work closely with all other departments and peers to quickly and correctly accomplish all above goals and duties; Assist others throughout the company in delivering all-around stellar customer service as a team; Be available as a resource for teammates and peers as regarding to customer service and success. Leading by Example – Provide guidance to peers by setting the standard for excellent customer service and being available to offer assistance when requested. A senior CSR should encourage and drive their teammates to go above and beyond in their performance; Provide assistance in abnormally difficult or extenuating guest issues when necessary and empower team members to do so. Support Logistics – Assist leadership and management in making logistical decisions regarding scheduling, staffing, policies, etc. Provide input for the proper and accurate execution of such decisions. Experience This position plays a vital role in our success. An ideal candidate will exemplify the following: Minimum (2) years most recent experience related to hospitality and/or event management industry. Proven experience in a training, leadership, or supervisory role – OR — appropriate additional years of experience. Proven track record of problem solving, and issue resolution skills Strong computer skills, ideally with experience using SalesForce or complex informational software Flexibility in both availability and in travel requirements when necessary Multi-lingual proficiency strongly preferred (Spanish, French) A Successful Customer Services Coordinator at QuintEvents will: Thrive in an environment where each day different from the next; especially in personal interactions and problem resolution Thrive in a fast-paced environment with multiple projects going simultaneously Be very socially-focused ; with a “how can I help you?” attitude Focus on building and maintaining a personable client experience Adhere to established guidelines and procedures Involve others in the decision-making; Build consensus rather than make decisions alone Have open, flowing communication Work with and through others , especially in a helping role Lead by example , with first-hand knowledge of area of expertise