Customer Service Representative

5 days ago

West Bromwich, United Kingdom InstaStaff Full time
Job Description

InstaStaff is seeking a highly skilled Customer Experience Specialist to join their remote team. As a key member of our team, you will be responsible for delivering exceptional customer experiences by providing knowledgeable, friendly, and approachable support.

Key Responsibilities:
  • Deliver outstanding customer experiences by proactively providing ticketing, travel, and journey solutions.
  • Take ownership of customer issues and actively resolve complaints, following through on issues to ensure customer satisfaction.
  • Act as the voice of the customer, driving the use and uptake of digital solutions by coaching customers on using digital services to support ticketing options and onward journey planning.
  • Meet challenging KPIs, including customer satisfaction scores, digital uptake, and increased kiosk sales.
  • Work collaboratively with other teams to put customer needs first, proactively seeking solutions and influencing key partners and stakeholders.
  • Be the first line of response to ensure systems are fully operational, reporting and resolving issues, including updating technology.
  • Work closely with operational colleagues to report and monitor incidents of antisocial behavior, unsatisfactory state of facilities/assets, or unsafe actions of bus drivers, contractors, or customers.
Requirements:
  • Significant experience of delivering exceptional service in a busy customer service environment.
  • Excellent communication and interpersonal skills, with the ability to work well under pressure handling high customer demand and difficult issues positively.
  • Experience of handling and accounting for cash.
  • Experience of using technology, including tablet devices and electronic ticketing terminals.
  • A good working knowledge of the geography and public transport network of the West Midlands and tourist attractions and other places of interest.
  • Proficiency in Microsoft Excel, Word, Outlook, and Internet Explorer.
  • The ability to work Saturdays and some Bank Holidays.
Salary and Benefits:

The salary for this role will be £13.84 per hour.

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