Customer Care Advisor

Job Description

Join us on the journey... We have an exciting opportunity for a Customer Care Advisor based in Gillingham working on a contract basis covering maternity. The Customer Care Team is the first point of contact for customers, dealing with all enquiries whilst maintaining a positive, empatheticand professional attitude. The Customer Care Team is focused on providing an excellent customer experience, delivering prompt, accurate and professional responses to customer enquiries submitted through various channels including email, phone, social and livechat etc. The Customer Care Team has an in-depth understanding of products and services allowing them to deliver knowledgeable information, advice, updates and complaint resolution. Utilising Salesforce for customer record management and work flows along withCoach Manager, Customer Care ensures that all bookings and requests are processed efficiently and accurately to enable the Driver Team to deliver an exceptional customer experience.What youll do...Answering inbound calls from customers promptly and making outbound calls when requiredResponding professionally to incoming customer communications and requests and providing prompt resolutionsAccurately loading bookings onto the relevant systemsArranging Eurotunnel, ferry, hotel bookings and other additional servicesChecking client itineraries to ensure that services are delivered in compliance with Drivers Hours legislationGenerating invoices for customers and raising credits when requiredDealing with any complaints within published timeframes and ensuring effective resolutions are actionedUtilising the CRM system to manage work flows and cases to ensure that work is completed effectively and efficientlyFollowing processes for the delivery of our services in support of the various Sales teamsAchieving personal KPIsWhat youll need...Must be experienced in providing exceptional customer serviceProven ability to build strong relationships with a range of customers, partners/Third party suppliers in order to deliver effective customer serviceMust have experience of handling customer calls in a fast paced environment.Ability to multi-taskProactive approach to operational requirementsAbility to work well as part of a teamProven experience of working collaboratively with cross functional teamsExcellent and effective communication skills across all channelsAbility to work to tight deadlines, hit targets, organise and prioritise responsibilitiesAbility to liaise with internal teams and external partners to deliver clients’ requirementsEnthusiastic and ambitious individual with a flexible approach to workWhat we offer in return for your hard work and commitment...Free Bus & Coach travel for yourselfComplimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner50% discount for friends and family on full fares on our coach servicesPrivate healthcare schemeExtra Miles- recognition schemeMy Staff Shop – Retail, gym and entertainment Discounts and wellbeing initiativesFree coach pass for you and a family member on National Express scheduled servicesCycle to Work SchemeEmployee Assistance Programme (EAP)National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.Things to Note... At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.