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Customer Service Agent
4 weeks ago
Job Title:Customer Service Agent Reporting to:Customer Service Manager Responsibilities In line with the service level set out within the operating contract, respond to all customer correspondence received which includes but are not limited to: Comments. General complaints. Enquiries. Suggestions. Commendations. Updating of all correspondence received in the CRM Microsoft Dynamics and Talk Desk databases and ensure that all contacts are recorded. Ensure all customers are responded to through Microsoft Dynamics and Talk desk, in line with our Passenger Charter commitments. Respond to queries and complaints received through email, webform, phone, social media, employees in the field within the contractual SLA. Complete daily reports and share with relevant departments. Handle, receive and process all lost property through the NotLost system. Defuse stressful situations to move beyond customer's frustration and solve the customer's problem. Process and track all payments for SFNs, SFN Appeals and Transdev letters. Liaise with our Park and Ride sub-contractor to arrange for payments of fines and clamp release. Provide assistance and advice to mobility impaired customers. Deal with Leap Card, Tax Saver and Luas ticket enquires. Provide support to the Network Management Centre (NMC) in the event of a service disruption by making PA and PID updates when required, updating the Luas website, app. and social media pages. Cover reception during lunch hours, annual leave and sickness. Cover Sandyford and Broombridge reception during annual leave and sickness. Conduct general administration duties such a minute taking, when required to do so. Competencies Attendance: Excellent attendance and timekeeping record. Communications: Excellent communications skills are essential. Interacting well with our customers, staff and client TII. Time management: Excellent time management and organisational skills are essential. IT skills: good knowledge and experience of using MS Office and Social Media, Twitter, Facebook and Instagram for business. Experience Teamwork: Previous experience of working in a call centre environment. Multi-lingual: Spoken and written experience of Irish and other EU languages preferable. HEALTH & SAFETY STATEMENT:All employees have a general duty under Section 13 of the Safety, Health and Welfare at Work Act, 2005 to take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts or omissions. All employees must understand and be committed to Transdev Dublins Safety Statement (VTI ST 01) and the Companys safety priorities and be aware of their contribution to such priorities. All employees must also be aware of and comply with all current Health and Safety legislation and other Company requirements that are relevant to their role and contribute to an improved Safety Culture and Safety Management System for the business EQUALITY STATEMENT:Transdev Dublin values the diversity, which exists in our city, and our aspiration is to reflect this diversity in our workforce. All employees must be aware of and committed to the Transdev Dublin Diversity Policy. All employees must also be aware of and comply with other Company requirements associated with Equality and Diversity issues relevant to their role.
