Telephone Customer Service Agent

Fantastic opportunity as aTelephone Customer Service Agent!Key Information:

Role Overview:

Principal Accountabilities Provide timely, accurate, and courteous customer assistance and information services to the passengers of the London Dial-a-Ride service
Work requires the ability to follow instructions and apply acquired knowledge in responding to enquiries and requests to schedule journeys.
Work requires incumbent to exercise judgement and make decisions within the limits of established policies, procedures and guidelines.
Receive and document customer complaints and refer to appropriate personnel for resolution. Screen and forward incoming phone calls to appropriate administrative offices.
Verify and update passenger address, location and past record of service on computer.
Provide same-day trip related information in response to customer enquiries. Cancel trips and make modifications to trip information as requested.
Application of a variety of conditional eligibilitys during the trip scheduling process.

Nature of Work

The Reservationist will exercise patience and discretion in a demanding environment.
Work involves a large amount of verbal communication, by telephone, with a diverse group of individuals.
Attention to detail to prevent errors and good problem solving skills are a necessity.
This position also involves assisting with administration work, passenger record input and office reception.
Therole is largely customer facing responding to enquiries and providing information services to passengers. It will also involve recording and referring customer complaints
The role requires liaison with Journey Co-ordinators and Vehicle Liaison Officers to ensure journey requests are effectively scheduled.
Will report to and work closely with the Supervisor to refer complaints and adhere to policy and procedures.

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