Customer Service Advisor (Full Time & Fixed Term)
National Express LTD, Digbeth, Birmingham
Customer Service Advisor (Full Time & Fixed Term)
Salary not available. View on company website.
National Express LTD, Digbeth, Birmingham
- Full time
- Temporary
- Onsite working
Posted 1 week ago, 21 Mar | Get your application in now before you're too late!
Closing date: Closing date not specified
job Ref: 8e0c1c0e549d4c36818ef1eb74901ae0
Full Job Description
- Respond to general enquiries, sales contacts & complaints received through a variety of contact channels. Telephone, emails, social media, white mail, in a professional and timely manner
- Proactively resolve any customer issues, identifying and reporting the root cause to the appropriate department or personnel
- Promote, initiate interest and positively sell the Company's products and services to generate sales and maximise all opportunities for add on sales
- Operate computer and manual systems as necessary to process work, maintain accurate records and access information and provide standard reports
- Maintain an up-to-date knowledge of products, services and systems to support the delivery of a high quality and effective customer contact service
- Work within the appropriate standards required within Company policies and procedures to ensure a high level of service is provided to customers
- Ensure productivity & quality assessment targets are achieved within company guidelines based on the activities undertaken
- Multi task between a number of duties, such as, sales calls, general enquiries, complaint handling, proactive response to network incidents, & organising displaced customer movement
- Refer for investigation all serious issues, including specifically those that relate to staff, safety, race, disability, claims for lost, damaged property or personal injury and where there is an issue that requires immediate corrective action
- Verify information through the appropriate channels, OCS, intranet, payment systems, GPS tracking data, reservations system, before referring for investigation and/or responding to the customer. Make effective use of all technology
- Assess and award compensation, where appropriate, in line with departmental guidelines
- Recharge any reimbursement made attributable to a non National Express business, such as partner operator, using the correct processes
- Record and administer any refunds of unused tickets in accordance with company guidelines
- Record information from complaint investigation, such as staff names, in accordance with company guidelines to avoid recurring issues
- Escalate any issue that is likely to cause recurring issues or bad publicity immediately
Ability to write letters/emails/webchat/to customers to a professional standard for the purpose of clear and effective responses to all contacts - Excellent telephone manner
- Ability to stay calm under pressure and deal effectively with frustrated customers/conflict within teams
- Experience of delivering excellent customer service in a fast-paced working environment
- Proactive sales skills to promote all available National Express products and services
- Excellent people and communication skills with ability to deal with people and problems effectively and with ease
- Ability to identify root cause for accurate reporting
National Express are recruiting for two experienced Customer Service Advisors to join our team, based at our Head Office in Digbeth, Birmingham. The successful candidates will ensure a highly professional, appropriate and timely response is provided to all National Express customers that will exceed expectations, retain customer loyalty and avoid adverse publicity.
What we offer in return for your hard work and commitment - Free Bus & Coach travel for yourself on the National Express network
- Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner on the National Express network
- 50% discount for friends and family on full fares on our coach services
- Life Assurance
- Company pension
- Employee Assistance programme
- Private online GP service National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community. We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know. We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date. Things to Note At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.
Direct job link
https://www.jobs24.co.uk/job/customer-service-advisor-full-time-fixed-term-124799959
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