Telephone Customer Service Agent

3 weeks ago


London, United Kingdom Reed Talent Solutions Full time

Fantastic opportunity as a **Telephone Customer Service Agent**

**Key Information**:

- **Hourly Rate**: £14.13 PAYE
- **Location**: Elephant & Castle
- **Start Date**: ASAP
- **Hours**:Full Time (between Monday - Sunday shift work)
- **Contract Duration**: 1 year

**Role Overview**:

- Principal Accountabilities Provide timely, accurate, and courteous customer assistance and information services to the passengers of the London Dial-a-Ride service
- Work requires incumbent to exercise judgement and make decisions within the limits of established policies, procedures and guidelines.
- Receive and document customer complaints and refer to appropriate personnel for resolution. Screen and forward incoming phone calls to appropriate administrative offices.
- Verify and update passenger address, location and past record of service on computer.
- Provide same-day trip related information in response to customer enquiries. Cancel trips and make modifications to trip information as requested.
- Application of a variety of conditional eligibility’s during the trip scheduling process.

**Nature of Work**
- The Reservationist will exercise patience and discretion in a demanding environment.
- Work involves a large amount of verbal communication, by telephone, with a diverse group of individuals.
- Attention to detail to prevent errors and good problem-solving skills are a necessity.
- This position also involves assisting with administration work, passenger record input and office reception.
- The role is largely customer facing responding to enquiries and providing information services to passengers. It will also involve recording and referring customer complaints
- The role requires liaison with Journey Co-ordinators and Vehicle Liaison Officers to ensure journey requests are effectively scheduled.
- Will report to and work closely with the Supervisor to refer complaints and adhere to policy and procedures.



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