Customer Support Agent

We are looking fora Customer Support Agent, based in our city centre Travel Hubs. Reporting to the Senior Customer Support Agent, the Customer Support Agent acts as the first point of contact for many Lothian customers. By putting the customer at the heart of everything we do the postholder will ensure customers experience a first-class service, irrespective of the nature of their enquiry.

By taking ownership of each enquiry and determining the most appropriate course of action the postholder will ensure all enquiries are dealt with in a timely manner.

• Timeously answer incoming customer enquiries, whether in person, by email or on our Social channels to determine the nature of the enquiry and establish the most appropriate response.
• Build a positive rapport with every customer who contacts the company in order to provide first class customer service.
• Where possible provide information or guidance at the first point of contact to minimise the impact or inconvenience on the customer. Where it is necessary to pass the enquiry to another person or department do so timeously and explain this to the customer.
• Work with the management team to stay updated on changes to products and services, ensuring accurate information is made available to the customer.
• Positively impact on the company’s success by problem solving, turning frustrated customers into satisfied, repeat customers.
• Take ownership of each enquiry, using initiative and innovative solutions to establish the best possible way to handle and resolve the enquiry.
• Ensure each enquiry is fully investigated including tracing vehicles, requesting and viewing CCTV footage. Determine if further investigation is required and if needed pass the investigation onto the garage manager.
• Use Navineo system to trace buses, CRM (Zendesk) system to log and process complaints and CCTV system to request and view footage.
• Provide responses that are unique to the customer to fully explain solutions to their feedback or resolve their complaint. Convey concise feedback to the customer to ensure that they receive a great customer experience.
• Any other reasonable duties as and when requested by their manager.

• Excellent communication skills, both verbal and in writing
• Experience in handling customer comments and feedback
• The ability to manage ‘critical conversations’ in a professional and controlled manner.
• Highly professional with a strong customer focus.
• Accuracy and attention to detail
• Excellent interpersonal skills.
• Ability to work independently as well as part of a team
• Good influencing skills.
  
  Strong use of initiative.
• Previous experience dealing with customers in a front-facing role

• 40hours per week
• Staff Ridacard – travel free all year on our buses and Edinburgh Trams
• Full uniform is provided
• Employee Assistance Programme
• Employee benefits, discounts for hundreds of retailers
• Discounted travel for a friend or family member
• Good work/life balance

If this sounds like the kind of place you belong, reach out to us now. Send a covering letter and CV to apply.