Overview
We have a full time temporary to permanent opportunity (NIGHTS only) to be part of a great team environment in a rapidly growing business. To provide a cost effective, reliable, efficient and sustainable delivery service meeting the customers’ needs and in line with the Company’s objectives.
Reporting to Team Leader, you will be responsible for being the first point of contact for customers and drivers. The role requires a high level of flexibility & the ability to communicate orally as well as in writing, working off own initiative & performing consistently & efficiently. Communication will be via Telephone, email & proactive alerts. Working to achieve optimum customer satisfaction and service delivery at all times.
Shift pattern is 4 on 4 off 12 hours shifts (7pm to 7am or 9pm - 9am)
Responsibilities
* To provide a consistently high standard of Customer Service to all customers
* Respond appropriately and professionally to all customer requests
* Respond appropriately and professionally to all driver requests
* Job Allocation to drivers and planning to achieve required response times to ensure Customer Satisfaction
* Maintain continuous contact with Customer and Driver during end to end process of our service provision.
* Costing of jobs for Customer and Driver
* Professional and efficient point of contact for customers and drivers via inbound/outbound calls and e mail.
* Handling of live customer complaints
* Achieve response times (SLA)
* Full awareness of real-time resource availability
* Accurate pricing of jobs for drivers and customers as per pricing process
* Maximise profit and prevent occurrence of loss making jobs
Applicant Criteria
* Strong work ethic giving full attention to detail and accuracy
* Able to solve problems with minimal supervision
* Be able to demonstrate a strong customer focus in a fast paced environment.
* Excellent customer service skills with rapport building abilities
* Excellent communication skills especially a high standard of telephone etiquette
* Strong administration skills
* Willingness to be flexible
* Excellent interpersonal skills, with willingness to co-operate and work effectively as part of a team
* Previous customer service experience is essential
* Able to identify issues, problems and opportunities and able to practically resolve and implement corrective action as appropriate.
* Generates enthusiasm and has a positive attitude to change.
* Able to work on your own initiative and prioritise workloads
* Industry experience desired but not essential
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