Customer Service Agent

The Role

As a Customer Service Agent, you will be in continual contact with clients, along with our clients’ customers, and drivers. You will be an expert communicator that demonstrates knowledge, empathy and professionalism across our various communication channels including phone, email, and web platforms. You will be self-motivated and thrive operating as a team member. You will display an accurate eye for detail, be customer focused and eager to assist in every way. You will be efficient and effective, complying at all times with Star Groups’ policies and procedures.

Reporting to:

Managing Director

Tasks and Responsibilities:

Receive, process, and handle incoming requests whether by telephone or in writing and respond as required in a professional and timely manner
Login to various client portals and extract bookings and enter them into the Star Group booking System.
Carefully read booking details off any correspondence and ensure the information is transferred into the reservations
screen accurately.
Confidently make phone reservations in a timely manner whilst ensuring all information is read back and confirmed to ensure information is correct.
Making outbound calls to:
- Passengers who have not confirmed their pickup time
- Airlines when the driver is unable to find their passengers
- Drivers who have not accepted bookings that have been sent to them
- Passengers when we are unable to fulfill a booking • Anyone else as required by Management
Receiving inbound calls from:
- Drivers who are enquiring about current and future bookings • Anyone else as required by Management
Positively contribute to the teams’ daily goals with communication and following procedures of a daily checklist that nominates you for specific tasks each day.
Focus on solving conflict, not blaming; Maintain confidentiality; Listen to others without interrupting.
Understand the reporting procedure within the organisation and fully support your manager and management team.
Fill out the required documentation that relates to your position e.g. time sheets, incident reports etc

Key Skills

Excellent written and oral communication
Pleasant telephone voice and manner
Outstanding communication and problem-solving skills
Punctual and dependable
Ability to deal patiently with customer enquiries and problems, and ability to remain courteous and polite
Ability to work in an area with changing and sometimes conflicting priorities
Well organised with ability to multi-task and perform well under pressure
A great sense of customer focus
Confidence to work unsupervised
Accountability for your actions and the success of Star Group

Qualifications/Requirements

Minimum 1-year experience in a similar customer services role, handling customer enquiries and complaints
Experience working with Microsoft Office Suite

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The Role

Reporting to:

Tasks and Responsibilities:

Key Skills

Qualifications/Requirements

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