Customer Service Contact Centre Bae Agent Hospitality experience advantageous

The Customer Support Bae (agent) is on the front lines for our UK based market. Solving our customers problems across a number of different contact channels while charming them at the same time. They ensure we re delivering the best possible service for our drivers and space owners and that any issues that arise are resolved as quickly as possible.

What you will be responsible for:

Provide World Class Service

Respond to driver and space owner enquiries received via email live chats social media phone and voicemail.

Keep accurate records of all customer interactions using systems like ZenDesk G Suite and Slack to allow accurate reporting and to improve service levels.

Become an expert on Campaign specific service features and capabilities to best educate our customers and encouraging them to selfserve.

Display show empathy in a professional way by establishing rapport with customer. Showing reasonable concern and support in every way possible to help. Practicing active listening without interrupting and reflective listening by paraphrasing.

Relationship Management

Act as a brand ambassador solving our customers problems and charming them at the same time.

Help to continue to develop the customer support offering through sharing knowledge developing areas of specialisation proposing improvements and delivering projects as required

Raise requirements with Client Operations team to resolve problems with B2B sites.

Raise bug tickets via the Service Desk that clearly articulate problems or issues experienced by our customers allowing the Engineering team to effectively prioritise and resolve technical issues.

Demonstrate a commercial awareness that allows the identification of a solution that is acceptable to the customer and allows specific campaign to achieve its business goals.

Operational Requirements

Achieve established targets to achieved required productivity and quality standards to provide excellent customer service and an effortless experience.

Deliver within defined SLAs identifying and executing required actions to avoid tickets in breach.

React quickly to new challenges finding innovative solutions to problems and adapt as we continuously improve our service.

Update status of open tickets regular to allow the production of accurate reporting.

Team Membership

Represent the team internally to ensure that internal functions understand the role of Customer Support and are engaged in helping to deliver against the team s targets.

Identify areas for improvement and own the execution of changes to improve the delivery of the Customer Support function.

Constantly ensuring that you are aware of product changes or processes relating to service.

Ensuring company policies and processes are adhered to and followed.

Build effective relationships with the peers and Team Leader to enhance team performance.

Requirements

Requirements

What you need to be able to do this job :

• Matric or equivalent
  
• Hospitality and concierge experience is highly advantageous.
  
• Experience on live web chat email and voice experience essential.
  

Other requirements

Knowledge skills and experience:

Ability to prioritise and identify the severity of customer problems to support triaging

Passionate about delivering consistently high customer experience

An empathetic tone of voice and an ability to consistently apply guidelines to set a consistent tone in all customer communications across a variety of contact channels

Ability to explain complex or technical concepts using clear language that is tailored to the audience

Experience sharing knowledge across a team to improve knowledge and performance of peers

Confident working with new technologies and systems

Excellent written and oral communication skills

A track record of identifying improvements proposing solutions and executing change

Able to learn new concepts quickly taking ownership of personal development and training

Previous experience in a highdemand customerfacing role