Customer Support Agent

• Timeously answer incoming customer enquiries, whether in person, by email or on our Social channels to determine the nature of the enquiry and establish the most appropriate response
• Build a positive rapport with every customer who contacts the company in order to provide first class customer service
• Where possible provide information or guidance at the first point of contact to minimise the impact or inconvenience on the customer
• Where it is necessary to pass the enquiry to another person or department do so timeously and explain this to the customer
• Work with the management team to stay updated on changes to products and services, ensuring accurate information is made available to the customer
• Positively impact on the company’s success by problem solving, turning frustrated customers into satisfied, repeat customers
• Take ownership of each enquiry, using initiative and innovative solutions to establish the best possible way to handle and resolve the enquiry
• Ensure each enquiry is fully investigated including tracing vehicles, requesting and viewing CCTV footage
• Determine if further investigation is required and if needed pass the investigation onto the garage manager
• Use Navineo system to trace buses, CRM (Zendesk) system to log and process complaints and CCTV system to request and view footage
• Provide responses that are unique to the customer to fully explain solutions to their feedback or resolve their complaint
• Convey concise feedback to the customer to ensure that they receive a great customer experience
• Any other reasonable duties as and when requested by their manager

• Excellent communication skills, both verbal and in writing
• Experience in handling customer comments and feedback
• The ability to manage ‘critical conversations’ in a professional and controlled manner
• Highly professional with a strong customer focus
• Accuracy and attention to detail
• Excellent interpersonal skills
• Ability to work independently as well as part of a team
• Good influencing skills
• Strong use of initiative

Previous experience dealing with customers in a front-facing role

• Staff Ridacard – travel free all year on our buses and Edinburgh Trams
• Full uniform is provided
• Employee Assistance Programme
• Employee benefits, discounts for hundreds of retailers
• Discounted travel for a friend or family member
• Good work/life balance