Customer Experience Representative
4 weeks ago
About the Role:
We are seeking a highly skilled and customer-focused 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 when required.
- 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 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 and priorities.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
- Free parking and on-site gym facilities.
- Team social events and regular team-building activities.
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