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.
- Complaints.
- Feedback.
- Praise.
- Updating of all correspondence received in the CRM database Listen+ and ensures that all contacts are recorded.
- Ensure all customers are responded to through Listen+, in line with our Passenger Charter commitments.
- Respond to queries and complaints received through social media.
- Handle, receive and process all lost property.
- Defuse stressful situations to move beyond customer's frustration and solve the customer's problem.
- Process and track all payments for SFN’s.
- 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, annual and tax saver ticket enquires.
- Provide support to CCR in the event of a service disruption by making PA and PID updates when required.
- Cover reception during lunch hours.
- Conduct general administration duties 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.
Experience
- Teamwork: Previous experience of working in a call centre environment.
- Multi-lingual: Spoken and written experience of Irish and other EU languages preferable.
EQUALITY STATEMENT
KeolisAmey Luas 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 KeolisAmey Luas 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.
To apply for this role, please email lua-recruitment@keolisameyluas.ie
