Customer Support and Service Delivery Agent

5 months ago

Maidenhead, United Kingdom Kura Full time

**Job Description -Customer Support and Service Delivery Executive**
**Employment type - **Permanent

**Location - **Maidenhead, Berkshire. Hybrid working with 3 days office based. Rotating early and late day shifts during school term time.

**Reporting line - **Head of Service Delivery

**Direct reports - **N/A

**The Role**

This new bespoke position offers a fantastic opportunity to play a key role within our Operations Team. Using Kura’s software, you will be responsible for the day-to-day delivery of our key managed services. These range from transporting students to schools, colleges & facilitating home to work services for large corporate customers. When you are not delivering an outstanding live operational service to Kura’s customers you will be working within the customer support team using your excellent customer service skills to answer calls and use our ticketing system to ensure all customers receive efficient and friendly assistance.

Key responsibilities include:

- Monitoring alarms on live operational journeys, identify and fix immediate issues with operator partners.
- Answer inbound calls during live service, identifying immediate problems and offer customer solutions over the phone.
- Manage and investigate live service issues, following them through to full resolution and safeguard against repeat occurrence.
- Effective and accurate communication with Coach Operators.
- Provision of customer service excellence when conversing with Kura customers via telephone or Zendesk ticketing system.
- Efficient complaint resolution.
- Maintenance and creation of FAQs and customer communications.
- Other duties may be assigned from time to time.

**The Person**

Essential
- A natural solution finder with a need to prevent customer dissatisfaction.
- Excellent communication skills both written and verbal.
- A positive can-do attitude especially when faced with challenging situations.
- Experience in and passion for working in a customer service/support department.
- A proficient level of technical IT experience in the use of PC, tablet, GPS, and RFID/NFC products.
- A proficient level of organisation and administration skills with the ability to learn and adapt quickly.
- A team player who enjoys creating interpersonal relationships and is prepared to roll up their sleeves and help in different areas of the business should the need arise.

Desirable
- Experience working in a customer first environment.
- Knowledge or experience of working in the education industry.
- Knowledge or experience of working within the ground transport industry.
- Experience working within a small and medium-sized entrepreneurial business.

**Salary**: £25,440.00 per year

**Benefits**:

- Company events
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Maidenhead, SL6 4UD: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Maidenhead, SL6 4UD

Reference ID: SDE120822

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