Customer Service Agent

Are you a Customer Service Champion?

What we are looking for – Why you?

You should be a dynamic, enthusiastic individual who is passionate about customer service and has a great manner with people alongside commercial common-sense – whether the going is smooth or rough.

You will be the first point of contact for our customers, and the right candidate will have the skills needed to ensure the customer experience is as good as possible.

Key Responsibilities

• Processing phone bookings and email bookings in line with company processes and procedures
• Acting as the first point of escalation for phone-based and online (‘direct’) customer service issues, either solving at source or escalating the case where needs be
• Handling ‘indirect’ customer queries and complaints, providing appropriate solutions within SLAs
• Contributing to customer service policies and processes based on customer feedback
• Processing customer accounts and profiles, and associated tasks
• Representing greentomatocars in a professional manner at all times

Qualifications/Key Skills

Need to Have

• A passion for delivering outstanding customer service
• Strong team-working skills with the ability to take ownership of your own output
• Confidence in dealing with all stakeholders within the business’ operational sphere
• Excellent communication skills
• ‘Confident’ computer literacy (online platforms, Outlook, Word, Excel, Forms)
• Excellent attention to detail
• Experience of working in a troubleshooting environment, solving problems – sometimes in a pressurised environment

Nice to Have

• Knowledge of Echo or similar private hire / taxi booking software
• A working knowledge of Zendesk
• Experience in either the private hire / taxi, hospitality or broader travel industry

This role is office-based and you should have your own transport or be happy to take public transport. It is a rewarding but demanding role, and you must be able to work well under pressure. Working hours will be 11:30-19:30 or 12:00-20:00 (8 hrs); or 11:00-20:00 or 11:30-20:30 (9 hrs).

Salary guide

£26,000-£29,250 per annum + Bonus

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