Customer Experience Team Member
2 months ago
About City Taxis:
City Taxis is a leading private hire taxi company in the UK, renowned for its cutting-edge technology and commitment to customer satisfaction. Our dynamic auto-allocation software ensures efficient bookings, reducing dead mileage and CO2 emissions. Our mobile apps offer a private hire vehicle at the touch of a button, revolutionizing the way bookings are made.
Role Summary:
The Customer Experience Team plays a crucial role in ensuring seamless interactions between drivers, riders, and customers. As a CX Team Member, you will be responsible for handling driver requests, complex bookings, and providing exceptional customer service. You will work closely with drivers and riders to resolve issues, monitor account and NHS work, and instill confidence in our customers.
Key Responsibilities:
- Manage existing bookings and ensure timely fulfillment.
- Monitor and manage advanced bookings, ensuring accurate and efficient processing.
- Provide exceptional customer service by checking vehicles in the area and supporting drivers and riders as needed.
- Work with riders to secure pre-payment for long-distance journeys using our online booking system.
- Collaborate with local schools and drivers to ensure safe student travel.
- Support the call centre team in resolving driver and rider queries.
- Provide on-the-job training to the call centre team on company protocols and call handling.
- Adhere to company values, treating riders and drivers with respect and courtesy.
- Develop positive customer relationships by being helpful, efficient, and attentive to detail.
- Monitor, coach, and mentor call centre staff to ensure exceptional rider and driver experiences.
- Guide drivers and riders through the lost property process as needed.
- Work closely with account customers to deliver exceptional customer service.
Requirements:
- Clear and concise written and spoken communication skills.
- Ability to work independently and be organized.
- Ability to build relationships with customers and drivers.
- Attention to detail and ability to multitask.
- Ability to remain calm and professional in challenging situations.
- Flexibility to adapt to changing circumstances.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
- Free parking and on-site amenities.
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