Call Centre Reservationist
An exciting job opportunity has become available to join a London-based transport authority as a Call Centre Operator to work within their Reservationist team. This role is an ongoing temp role, based near Elephant and Castle, which has the opportunity to become permanent.
The purpose of the role is to schedules requests for journeys from vulnerable passengers via telephone and other communications methods, and to assist with administrative tasks and office duties.
Key Accountabilities:
• Provide timely, accurate, and courteous customer assistance and information services to the passengers of the London Dial-a-Ride service
• Work requires the ability to follow instructions and apply acquired knowledge in responding to enquiries and requests to schedule journeys.
• Work requires incumbent to exercise judgement and make decisions within the limits of established policies, procedures and guidelines.
• Receive and document customer complaints and refer to appropriate personnel for resolution. Screen and forward incoming phone calls to appropriate administrative offices.
• Verify and update passenger address, location and past record of service on computer.
• Provide same-day trip related information in response to customer enquiries. Cancel trips and make modifications to trip information as requested.
• Application of a variety of conditional eligibility’s during the trip scheduling process.
Knowledge and Experience:
• Excellent communication skills
• Excellent written and numerical skills
• Previous customer service experience
• Very good ability to deal with enquiries in a positive and professional manner
• Experience of working in a fast paced environment
• Excellent keyboard skills and experience of using information systems
• Well developed administrative skills
• Ability to plan and prioritise own work
If you wish to apply please ensure your skills and experiences fully reflect the requirements of the role.
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