Customer service advisor

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Description:

Customer service advisor

We're looking for a confident and enthusiastic Customer Service Advisor to support our local bus services in the South West.

You would report into our Marketing Manager to maintain and improve customer services and communications through social media, telephone, email and web based channels, always ensuring social media and online content is on brand. Working in our busy Exeter based Customer Experience Centre, you'll work within a team of customer service advisors and act as the first point of contact for all customer enquiries including but not limited to; service enquiries, lost property enquiries andticket enquiries.

Key Tasks

To work on a shift basis in the customer service support room to be the first contact point to help with customer enquiries.

To log complaints on our EP Morris system for depots. Produce monthly statistics for management

To answer the phone in a professional manner at all times and help the customer with their enquiry through to resolution, escalating when required

To respond to customer email enquiries, sourcing correct and relevant information and responding in a professional manner at all times.

To respond to enquiries made through the company social media channels, ensuring that responses are provided within guidelines set by the UK Bus Social Media Policy.

To respond to complaints made to the company and escalate these when required, taking into consideration the individual circumstances and events of each complaint.

Ideally possess or develop a knowledge of the Stagecoach South West network of services

Skills

Confident and outgoing person with excellent overall communication skills with a good customer focussed attitude

Have the ability to use initiative to cope with the diverse set of customer requests that come in daily

Have excellent pc skills including proficient use of Microsoft Excel, email and social media

Be flexible in their approach to be able to react to the dynamic side of the role no two days are the same

Have an eye for detail

Good organisation skills and comfortable working in a busy environment

Confident in using various social media channels

Good standard of written English

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