Customer Service Advisor
Join us on the Journey...
National Express are recruiting an experienced Customer Service Advisor to join our team, based at our Head Office in Digbeth, Birmingham. The successful candidate will ensure a highly professional, appropriate and timely response is provided to all National Express customers that will exceed expectations, retain customer loyalty and avoid adverse publicity.
What you'll do:
- Respond to general enquiries, sales contacts & complaints received through a variety of contact channels. Telephone, emails, social media, white mail, 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 & 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
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
- 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
What we offer in return for your hard work and commitment...
- Free Bus & Coach travel for yourself on the National Express network
- Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner on the National Express network
- Life Assurance
- Company pension
- Employee Assistance programme
- Private online GP service
National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community.
We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know.
We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.
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.