Customer Care Advisor Gillingham, England
Job description
Join us on the journey...
We have an exciting opportunity for a Customer Care Advisor based in Gillingham working on a contract basis covering maternity. The Customer Care Team is the first point of contact for customers, dealing with all enquiries whilst maintaining a positive, empathetic and professional attitude. The Customer Care Team is focused on providing an excellent customer experience, delivering prompt, accurate and professional responses to customer enquiries submitted through various channels including email, phone, social and live chat etc. The Customer Care Team has an in-depth understanding of products and services allowing them to deliver knowledgeable information, advice, updates and complaint resolution. Utilising Salesforce for customer record management and work flows along with Coach Manager, Customer Care ensures that all bookings and requests are processed efficiently and accurately to enable the Driver Team to deliver an exceptional customer experience.
What you'll do...
- Answering inbound calls from customers promptly and making outbound calls when required
- Responding professionally to incoming customer communications and requests and providing prompt resolutions
- Accurately loading bookings onto the relevant systems
- Arranging Eurotunnel, ferry, hotel bookings and other additional services
- Checking client itineraries to ensure that services are delivered in compliance with Drivers Hours legislation
- Generating invoices for customers and raising credits when required
- Dealing with any complaints within published timeframes and ensuring effective resolutions are actioned
- Utilising the CRM system to manage work flows and cases to ensure that work is completed effectively and efficiently
- Following processes for the delivery of our services in support of the various Sales teams
- Achieving personal KPIs
What you'll need...
- Must be experienced in providing exceptional customer service
- Proven ability to build strong relationships with a range of customers, partners/Third party suppliers in order to deliver effective customer service
- Must have experience of handling customer calls in a fast paced environment.
- Ability to multi-task
- Proactive approach to operational requirements
- Ability to work well as part of a team
- Proven experience of working collaboratively with cross functional teams
- Excellent and effective communication skills across all channels
- Ability to work to tight deadlines, hit targets, organise and prioritise responsibilities
- Ability to liaise with internal teams and external partners to deliver clients’ requirements
- Enthusiastic and ambitious individual with a flexible approach to work
What we offer in return for your hard work and commitment...
- Free Bus & Coach travel for yourself
- Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
- 50% discount for friends and family on full fares on our coach services
- Private healthcare scheme
- Extra Miles- recognition scheme
- My Staff Shop – Retail, gym and entertainment Discounts and wellbeing initiatives
- Free coach pass for you and a family member on National Express scheduled services
- Cycle to Work Scheme
- Employee Assistance Programme (EAP)
National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.
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.
As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.
