customer relations Belfast, Northern Ireland
Job description
At Aircoach we are passionate about getting it right first time when a customer contacts us with a query or complaint.
Working in our fast paced, high volume National Contact Centre, you will be passionate about customer service, and will be the first point of contact for our customers. You will interact with a wide variety of people every day, dealing with customer queries and complaints via telephone, through the contact us page on our website, and by email
You will be responsible for ensuring a high level of customer service is delivered at all times, and that customer queries and complaints are responded to in a timely manner and in accordance with First Bus policies and procedures. You will take ownership of the queries, ensuring first time resolution is achieved wherever possible. You will also be responsible for up-dating system records and working to KPIs.
Key Accountabilities
- Taking inbound calls to assist customers with a number of different travel queries
- Provide accurate and timely written responses to customers web forms and email travel queries
- Providing information to Supervisors/Managers and Depot personnel regarding customer travel queries and complaints
- Complaint handling including resolving, logging and tracking of complaints as well as escalating to the appropriate teams where necessary
- Providing customer refunds and good will gestures
- Multitasking on computer-based programmes, recording case notes accurately, using various systems to find specific information
- Dealing with all calls and online queries with speed, certainty and empathy
- Working outdoors on occasions co coordinating passengers and coaches
- Providing information to our Operating Companies and depots
- Dealing with all calls and online queries with speed, certainty and empathy
Skills, Experience and Qualifications required
- Previous experience of working in a high-volume, fast paced, customer focused, Contact Centre or similar
- Outstanding written and verbal communication skills
- Proven experience taking high volume inbound customer phone calls including complaints
- Proven experience of delivering high quality written responses to complex queries and complaints
- Ability to network with the wider team across multiple functions
- Previous experience in being proactive in utilising information from a number of systems and resolving problems
- Abilitiy to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
- Ability to multi-task, prioritise and manage own caseload
- Previous experience of working to KPIs, in particular focused on delivery, productin and quality
- A high level of IT skills including Microsoft packages
- Ability to work well under pressure in a fast-paced contact centre
Aircoach is Ireland's leading private bus and coach operator and provides a range of high frequency, quality scheduled coach services to and from Dublin City Centre and Dublin Airport. We currently operate 6 key services connecting Dublin Airport with Dublin City Centre and its suburbs, as well as non-stop express services connecting Dublin Airport with Cork, Galway and Belfast. Aircoach is a 100% owned subsidiary of First Group plc, the leading transport operator in the UK.
