JOIN US ON THE JOURNEY…

National Express are recruiting for three experienced Customer Service Advisors to join our team, based at our Head Office in Digbeth, Birmingham on a part time basis. The successful candidates will ensure a highly professional, appropriate and timely response is provided to all National Express customers that will exceed expectations, retain customer loyalty and avoid adverse publicity.

• Respond to general enquiries, sales contacts & complaints received through a variety of contact channels. Telephone, emails, social media, white mail, in a professional and timely manner
• Proactively resolve any customer issues, identifying and reporting the root cause to the appropriate department or personnel
• Promote, initiate interest and positively sell the Company’s products and services to generate sales and maximise all opportunities for add on sales
• Operate computer and manual systems as necessary to process work, maintain accurate records and access information and provide standard reports
• Maintain an up-to-date knowledge of products, services and systems to support the delivery of a high quality and effective customer contact service
• Work within the appropriate standards required within Company policies and procedures to ensure a high level of service is provided to customers
• Ensure productivity & quality assessment targets are achieved within company guidelines based on the activities undertaken
• Multi task between a number of duties, such as, sales calls, general enquiries, complaint handling, proactive response to network incidents, & organising displaced customer movement
• Refer for investigation all serious issues, including specifically those that relate to staff, safety, race, disability, claims for lost, damaged property or personal injury and where there is an issue that requires immediate corrective action
• Verify information through the appropriate channels, OCS, intranet, payment systems, GPS tracking data, reservations system, before referring for investigation and/or responding to the customer. Make effective use of all technology
• Assess and award compensation, where appropriate, in line with departmental guidelines
• Recharge any reimbursement made attributable to a non National Express business, such as partner operator, using the correct processes
• Record and administer any refunds of unused tickets in accordance with company guidelines
• Record information from complaint investigation, such as staff names, in accordance with company guidelines to avoid recurring issues
• Escalate any issue that is likely to cause recurring issues or bad publicity immediately