Join us on the Journey...
We have an exciting opportunity for Customer Service Advisors, based within our calls team in Birmingham, who will ensure a highly professional, appropriate and timely response is provided to all our customers that will exceed expectations, retain customer loyalty and avoid adverse publicity.
As the successful candidate, you will have excellent telephony, written and verbal skills to communicate with customers to a professional standard for the purpose of clear and effective responses to all contacts, with the ability stay calm under pressure and deal effectively with customers. You will have experience of delivering excellent customer service in a fast-paced working environment, with a pro-active "can do" approach.
What you'll do...
Respond to general enquiries, sales contacts and complaints received through a variety of contact channels. Telephone, emails, text, white mail, live chat 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 and 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.
Carry out any administrative duties or tasks within the scope, spirit and purpose of the job as requested by the manager.
Ensure all compensation is awarded against company guidelines and appropriate recharges made.
What you'll need:
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.
A pro-active "can do" approach
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
Reliable and punctual with physical appearance in accordance with company guidelines
In return, we offer a wide range of benefits such as...
Free travel for you and your partner
Access to NX Health Bus
Employee Assistance Programme
Variety of deals and discounts available through NX online portal
Things to note...
National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.
Drug and Alcohol testing is completed as part of the assessment process as well as random checks during employment according to the policy