DUTIES AND RESPONSIBILITIES:
The role of the
Customer Service Advisor
is primarily to respond to queries from passengers and the general public via email or redirected from the Customer Contact Centre, within established SLA's, ensuring high-quality and prompt responses. The role requires strong communication and strong written communication skills, and the candidate would ideally also have strong stakeholder management ability along with previous experience in a similar role.
The successful candidate will be responsible for:
• Manage incoming emails within SLA
• Build sustainable relationships through open and interactive communication
• Provide accurate and complete information to assist the general public and users of public transport
• Take time to understand and learn where information lies and how to locate it or the person needed for guidance
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Work efficiently and effectively with your team
• Work to support the wider team
• Create proactive solutions to help passengers and colleagues
• Work toward reaching goals of the team and department
Skills:
• Proven customer support experience or experience in a similar role
• Track record of reaching targets
• Strong written communication skills
• Familiarity with CRM systems
• Ability to adapt/respond as required
• Excellent communication and presentation skills
• Ability to multi-task, prioritise, and manage time effectively
• Stakeholder management
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