Customer Service Agent

**Come and Join Arrow Cars team and be part of the DG Group**:
DG Cars Group is a fast growing and expanding national business with over 60 years’ experience in the industry. It's a fabulous place to work, with a supportive team of friendly, productive staff. If you would like to join an established business that develops champions in everything we do, read on.....

We really are champions and have many awards like the prestigious QSi Taxi Company of the Year award 2021. ISO accreditation 19001 which shows we are a quality managed business and our ISO accreditation 14001 which shows we care and invest in sustainability.

Our Investors in People award shows our commitment to learning and development, we have created an environment of continuous improvement so we all can flourish and grow to become the best we can be.

We have yearly staff events, weekly customer service awards, great training program and a productive friendly environment. We all work together to achieve our business goals.

DG Cars is a corporate business with family values where people do matter. Our policy is to develop and recruit from within where possible.

Our asset is our people, many of which have worked with us for many years. Our culture and core values support a friendly, supportive environment. We all work as a team to become the best we can be.

Our internal training team ensure that you have all the knowledge and skills to become the best you can be. We have an ethos to develop and promote our staff internally where we can.

**Full training and support will be given for this role.**

We are looking for a new Customer Service Agent to join our fabulous team to cover day and evening shifts at a busy Leeds Bradford Airport. If you feel you have the skills to delight our customers, align with our core values and want to work in a supportive environment where all staff are fully trained to be their best, we would like to hear from you.

It is an important and integral role within the business ensuring a 24/7 service for both drivers and riders.

There's always opportunities to learn and grow with development opportunities within the business.

If you feel you have the experience, confidence and the customer service skills to help our customers book a car either on the phone or face-to-face at our kiosk at the airport, we would like to hear from you. Please send us your CV.

**Company Vision**:
Journey by journey we're changing the way we move. Imagine a greener and cleaner environment bringing transportation, services and people closer. Our technology joins communities and it's all driven by YOU.

**Core Values**:

- Customer for Life, Family Values, Environmentally friendly, Champion, Established, Team, Community

**Job Title**

Customer Service Agent

**Job Summary**

The role of the Customer Service Agent is an integral part of our business and its success. The Customer Service Agent is responsible for being the voice and face of the company and is the customer’s first point of contact.

We strive for customer service excellence and this is a fundamental aspect of Arrow and the DG Cars Group service. Customer service excellence is extended to all customers which includes the general public, account customers, internal customers and the drivers.

**Job Purpose**

The purpose of the role is to answer answer incoming calls from customers who want to book a taxi or deal with customers at our customer service desk. You will also be responsible for responding to inquiries, generate quotes, manage complaints, give advice, troubleshoot customer service problems, and provide general information.

Always in all circumstances project a professional company image through voice and online interactions.

**Customer Service Agent Responsibilities**:

- Provide the highest level of Customer Service to all your customers both internally and externally.
- Answer calls and deal with customers face-to-face at our customer service desk.
- To confidently handle customer queries regarding price and wait times. Using your communication skills to ensure that the customer expectations are managed.
- Follow policies and procedures in our knowledge base and training guides.
- Inform customers by explaining any procedures; answer questions; provide information that will enhance their experience with us.
- Repeat the details of the booking to the customer to verify the details to eliminate any misunderstandings according to our training guides.
- Edit / update bookings to reflect changes in customer requirements.
- Upsell our service by asking to book return journeys or repeat journeys.
- Document, take ownership and resolve customer complaints according to our Training Guides and Customer Complaint procedure.
- Follow up customer calls or queries, where necessary
- Deal with driver questions, issues and complaints according to agreed standards.
- Identify and escalate issues or potential issues to managers. Complete end of shift reports for ensure smooth