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Customer Service Advisor - Customer Relations & Direct Sales

National Express
Job LocationBirmingham
EducationNot Mentioned
Salary19,828 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Join us on the Journey... National Express Group is a leading public transport operator with bus, coach and rail services in the UK, Continental Europe, North Africa, North America and the Middle East. Passengers made 939 million journeys on our services in 2019.We have an exciting opportunity for Customer Service Advisors, based within our calls team in Birmingham, who will ensure a highly professional, appropriate and timely response is provided to all our customers that will exceed expectations, retain customerloyalty and avoid adverse publicity.As the successful candidate, you will have excellent telephony, written and verbal skills to communicate with customers to a professional standard for the purpose of clear and effective responses to all contacts, with the ability stay calm under pressureand deal effectively with customers. You will have experience of delivering excellent customer service in a fast-paced working environment, with a pro-active can do approach.What youll do...

  • Consistently deliver an excellent standard of customer service at all times taking a proactive and positive approach to ensure customer satisfaction.
  • Effectively and accurately communicate information to customers and liaise with colleagues throughout the business regarding service updates and disruption.
  • Provide support and assistance to customers, colleagues and driver teams.
  • Proactively look for opportunities to up-sell National Express services and products.
  • Multi task between a number of duties, such as, admin, sales, enquiries, digital and any other
  • Carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department.
What youll need:
  • Ability to write letters/emails/webchat/to customers to a professional standard for the purpose of clear and effective responses to all contacts.
  • Excellent telephone manner.
  • Ability to stay calm under pressure and deal effectively with frustrated customers / conflict within teams.
  • Experience of delivering excellent customer service in a fast-paced working environment.
  • A pro-active can do approach
  • Proactive sales skills to promote all available National Express products and services.
  • Excellent people and communication skills with ability to deal with people and problems effectively and with ease.
  • Ability to identify root cause for accurate reporting
  • Reliable and punctual with physical appearance in accordance with company guidelines
In return, we offer a wide range of benefits such as...
  • Free travel for you and your partner
  • Company pension
  • Access to NX Health Bus
  • Employee Assistance Programme
  • Variety of deals and discounts available through NX online portal
Things to note... National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.Drug and Alcohol testing iscompleted as part of the assessment process as well as random checks during employment according to the policy.

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