Customer Service Representative - Inbound Taxi Operator

Here's a job description for a CSR (Customer Service Representative) - Inbound Taxi Operator UK based :

Handle inbound customer calls, respond to queries, and provide exceptional service to taxi passengers, drivers, and partners.

Key Responsibilities:

1. Answer inbound calls professionally and efficiently.

2. Address customer inquiries, concerns, and complaints.

3. Provide real-time information on taxi availability, bookings, and estimated arrival times.

4. Assist passengers with booking, cancellations, and modifications.

5. Resolve issues related to taxi services, fares, and driver behavior.

6. Communicate effectively with drivers, dispatch teams, and other stakeholders.

7. Utilize CRM software to manage customer interactions and update records.

8. Meet or exceed customer satisfaction and call handling targets.

Requirements:

1. Excellent communication and problem-solving skills.

2. Ability to work in a fast-paced call center environment.

3. Proficiency in CRM software and technology.

4. Strong customer service and conflict resolution skills.

5. Ability to work varied shifts, including nights, weekends, and holidays.

6. High school diploma or equivalent required.

Preferred Qualifications:

1. Previous customer service experience, preferably in transportation or logistics.

2. Knowledge of local geography and transportation networks.

3. Multilingual skills.

Work Environment:

- Call center setting

- Varied shifts, including nights, weekends, and holidays

- Collaborative team environment

Performance Metrics:

1. Customer Satisfaction (CSAT)

2. First Call Resolution (FCR)

3. Average Handling Time (AHT)

4. Call Quality Scores

Salary and Benefits:

- Competitive hourly rate

- Benefits package (health, dental, vision)

- Opportunities for career growth and advancement

Job Type: Full-time

Work Location: In person