This vacancy has now expired, and is not accepting any new applications.
| What’s your job? |
Customer Experience Advisor FT/PT
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Who do you report to?
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Team Leader
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Where are you based?
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SSC, 1st Floor, 58 Robertson Street, Glasgow, G2 8DU |
| Which Team(s) are you in? |
Customer Experience |
| Who do you manage? |
N/A |
| What do you do? |
Engage with customers through varying communication channels, including telephone, email, letter and webform
- Aim to resolve the customers' query at the first point of contact.
- Processes sales accurately ensuing all customer travel needs are captured.
- Processes relevant refunds where applicable
- Provide customers with information that will be of value to them.
- Liaise with relevant internal and external stakeholders, and utilise appropriate information systems, to ensure the customers' query is resolved in a professional and timely manner.
Offer the customer a personalised service to help drive customer experience towards excellence.
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What are your key tasks?
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- Respond to phone, email, letter and webform correspondence from customers with in the agreed timescales.
- Offer the customer, wherever possible, a personalised service and maintain a professional 'tone of voice' in all communication with customers.
- Aim to resolve the customers' query at the first point of contact. If this cannot be achieved, then keep the customer regularly updated with the progress of their enquiry.
- Keep track of responses and actions needed from colleagues to ensure the customer receives an answer to their query promptly.
- By engaging with the customer, educate them on the facilities available to them, encouraging them to self-serve.
- Processes tickets sales accurately, ensuring the correct journey, seat booking, cycle booking is accurately input and sale processes for best price possible.
- Comply with procedures and timescales as directed whilst remaining PCI, DSS compliant at all times.
- Establish relationships with internal and external stakeholders to ensure the customers' query is responded to in a timely manner.
- Handle difficult situations and complaints in a professional manner.
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| Who are your key stakeholders? |
Customers, Customer Experience; Team Members, Supervisors & Managers |
| What must you have to do this job? |
Abilities: Skills & Aptitudes Required
A strong understanding of how to deliver excellent customer service with a proven track record within a customer facing role.
Strong communication skills - both written and verbal.
Strong time management skills in order to meet deadlines and comply with agreed procedures.
Excellent organisational skills.
Strong problem-solving skills.
An investigative intellect.
General intelligence: experience & knowledge capabilities
- Excellent IT skills with particular knowledge of Microsoft Office packages Excellent analytical skills
Personal circumstances/wellbeing requirements: e.g. travel, flexibility, health
- Full flexibility to work any shifts between 7am-10pm during the week as well as over the weekends.
- Shows flexibility in when to take annual leave and is willing to work some irregular hours when necessary.
- Able to cope with peak workloads and deadlines.
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| What would it be good for you to have to do this job? |
- Previous experience working in a call centre environment
- Knows how to relate with people throughout Abellio Group and its affiliated companies, regardless of level or background
- Experience working in a public transport environment
- Be Optimistic and Robust by nature
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| What do we expect from you? |
- To give 100%, always strive to improve and innovate
- To ask questions & challenge the norm
- To highlight ideas & suggestions
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This vacancy has now expired, and is not accepting any new applications.
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