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Customer Experience Team Member

1 month ago

Harpenden, Hertfordshire, United Kingdom City Taxis Full time

About City Taxis:

We are a leading private hire taxi company in the UK, renowned for our cutting-edge technology and commitment to customer satisfaction. Our dynamic auto-allocation software ensures efficient bookings and reduced CO2 emissions.

Job Summary:

The Customer Experience Team is responsible for handling driver requests, complex bookings, and providing exceptional customer service to drivers and riders. This role requires proactive, calm, and professional communication to instil confidence in our customers.

Key Responsibilities:

  • Manage existing bookings and ensure smooth fulfillment.
  • Handle advanced bookings and monitor for additional requests.
  • Provide exceptional customer experience by supporting drivers and riders in the field.
  • 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 and treat customers with politeness and courtesy at all times.
  • Develop positive customer relationships by being helpful and efficient.
  • Monitor and coach call centre staff to achieve the best rider and driver experience.

Requirements:

  • Clear and concise written and spoken communication skills.
  • Ability to work independently and be organised.
  • Ability to build relationships with customers.
  • Attention to detail and ability to multi-task.
  • Ability to remain calm and professional in testing circumstances.

Benefits:

  • 28 days including bank holidays (pro rata).
  • Westfield Health Medical Scheme (after completion of probation period).
  • Free fruit.
  • Private gym on site.
  • Pool table for use in break times.
  • Friendly and relaxed working environment.
  • Free parking.
  • Team socials.