Job Summary
This is an exciting opportunity to join a new office in the City Centre for Arrow Cars. This role is a new role and is initially offered on a 6 month basis with the chance of extension past this time. The successful candidate is expected to work at least 40 hours per week and to cover shifts 7 days a week in rotation with the other two Customer Service Agents at Bristol.
The role of the Customer Service Agent is an integral part of Arrow Cars, a premier Bristol Taxi firm who are part of the DG Group. The Bristol Customer Service Agent should understand our vision and core values and champion them in all tasks that they perform. They are the voice of the company, and the main role is to listen and collect accurate information. Communication and efficient service to staff, riders, and drivers is a key element of this role. Being a Champion of our service will ensure we leave a lasting impression, so every customer has a success story to tell.
Job Purpose
The purpose of the role is to follow all Arrow standards to answer incoming calls, handle bookings, from customers who want to book a taxi and dispatching work to drivers. The role will also involve meeting and greeting passengers at the terminal and communicating with drivers to ensure they arrive on time at the pick-up point.
To collect accurate booking information and to inform customers of any information they need for the booking to be successful. To manage customer expectations, respond to inquiries, generate quotes, deal with complaints, record complaint information in Jira tickets, provide advice on how to best use our service, upsell our service, troubleshoot customer service problems, and provide general information.
The focus is on quality and ownership to ensure riders and drivers receive the best service possible.
Always in all circumstances project a professional company image through face to face, voice and online interactions in line with our core values.
Bristol Customer Service Agent Responsibilities:
* Provide support to all other members of your team and understand how your actions impact the ability of the team achieving set targets.
* Understand all DG Group Standards, complete any training in a timely manner and keep abreast of all communications to ensure we are providing a knowledgeable and up-to-date service.
* Provide the highest level of Customer Service to all your customers both internally and externally.
* Support Arrow Bristol drivers with any needs and queries they may have.
* Deal with any face-to-face customer queries at the terminal at times as necessary.
* Dispatch work from the terminal or the office
* Allocate work to drivers for morning pick ups as required
* Handle any email enquiries and bookings.
* Repeat the customer call to check for any misunderstandings according to training.
* Edit / update calls to reflect changes in customer requirements.
* Manage customer expectations in terms of advising of how long their vehicle will be and explain all pricing including any additional charges such as specific vehicle/driver requests and minimum fares.
* Inform customers on how to complete payments either by App or online, in exceptional circumstances over the phone.
* Document, take ownership and resolve customer complaints according to training
* Follow up customer calls where necessary
* Recognise, document, and alert the management team of trends in customer calls.
* Continually improve location knowledge by keeping up to date of new road changes, company name changes and any other changes that will affect the input of information on the booking system.
* Establish and maintain effective working relationships with co-workers, drivers, managers and the general public.
* Keep abreast of all the software that is required to perform your role by ensuring that all training is completed in a timely manner and all articles and communications are read in full
* Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
The successful candidate will be trained on all systems and will form part of a close nit team.
Please note that there is no on-site parking, however there are excellent transport links to the office.
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: From £12.21 per hour
Expected hours: No less than 40 per week
Benefits:
* Company pension
Work Location: In person