Job Title: Customer Service Advisor
The primary role of the Customer Service Advisor is to respond to queries from passengers and the general public through various channels, ensuring high-quality and prompt responses within established SLAs.
Key Responsibilities:
* Manage Incoming Emails: Respond to customer inquiries in a timely manner, adhering to Service Level Agreements (SLAs).
* Build Sustainable Relationships: Foster open and interactive communication to establish trust with customers and stakeholders.
* Provide Accurate Information: Offer complete and precise information to assist the general public and users of public transport.
* Understand and Learn: Develop knowledge of information sources and locate relevant personnel for guidance.
* Follow Communication Procedures: Adhere to guidelines and policies for effective communication.
Skills and Requirements:
* Customer Support Experience: Proven track record in customer support or similar roles.
* Strong Written Communication: Excellent written communication skills for effective email responses.
* CRM Systems Familiarity: Proficiency in CRM systems for efficient customer interaction.
* Adaptability and Time Management: Ability to multitask, prioritize, and manage time effectively.
* Stakeholder Management: Strong stakeholder management skills for building and maintaining relationships.