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Customer Experience Specialist

2 months ago

Walsall, United Kingdom InstaStaff Full time

InstaStaff are currently recruiting for a Customer Service Specialist to join their remote team based at Walsall bus depo.

As a Customer Experience Specialist, you’re highly skilled at uncovering customers needs and delivering the best journey solutions for them. You will deliver an exceptional customer experience by being knowledgeable, friendly and approachable. You will probably be the first-person customers meet when they need help, so you’re the person who guides them, advising, journey planning, suggesting ticketing solutions and giving customers the confidence to manage ticketing solutions themselves.

The duties of the Customer Service Specialist will include:

  • Working independently in delivering an outstanding experience for customers by proactively delivering ticketing, travel and journey solutions
  • Take full ownership in helping customers and taking ownership to actively resolve complaints and following through on issues
  • Acting as the companies ‘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
  • Deliver against a set of challenging KPI’s including customer satisfaction scores, digital uptake and increased kiosk sales
  • Have a ‘One Team’ approach to put customer needs first, proactively seeking solutions from other teams within the organisations, working closely with and influencing key partners and stakeholders
  • Be the first line response to ensure that systems are fully operational, reporting and resolving issues, including updating technology
  • Work closely with operational colleagues to report and monitor incidents of antisocial behaviour, unsatisfactory state of facilities/assets or unsafe actions of bus drivers, contractors or customers

The ideal Customer Experience Specialist will have:

  • Significant experience of delivering exceptional service in a busy customer service environment
  • Excellent communication and interpersonal skills and 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 i.e 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

The salary for the Customer Experience Specialist will be £13.84 per hour

Hours of work for the Customer Service Specialist will be 9am – 5pm, you will be required to work 5 days over Monday – Saturday, 2 days off per week including Sunday