Customer Experience Representative
1 month ago
About the Role:
We are seeking a highly skilled and motivated CX Team Member to join our team at City Taxis. As a key member of our customer experience team, you will be responsible for delivering exceptional service to our drivers and riders, ensuring that every interaction is positive and memorable.
Key Responsibilities:
- Manage existing bookings and ensure they are fulfilled efficiently.
- Handle advanced bookings and monitor them regularly for any additional requests.
- 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 the safe transportation of students.
- Support the call centre team in resolving driver or rider queries.
- Provide on-the-job training to the call centre team on company protocols and call handling.
- Adhere to company values and treat riders and drivers with respect and courtesy at all times.
- Develop positive customer relationships by being helpful and efficient.
- Monitor and improve the use of our dispatch system to enhance the rider experience.
- Guide drivers and riders through the lost property process when necessary.
- Work closely with account customers to provide exceptional service.
Requirements:
- Clear and concise written and spoken communication skills.
- Ability to work independently and be organized.
- Ability to build relationships with customers.
- Attention to detail.
- Ability to multitask.
- Ability to remain calm and professional under pressure.
Benefits:
- 28 days of annual leave, including bank holidays (pro rata).
- Westfield Health Medical Scheme (after completion of probation period).
- Free fruit.
- Private gym on site.
- Pool table available for use during break times.
- Friendly and relaxed working environment.
- Free parking.
- Team social events.
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