Customer Service Representative
Job Summary
The Customer Service Representative plays a vital role in ensuring smooth communication between all stakeholders. This role requires a focus on delivering excellent customer service and managing inquiries efficiently. The incumbent will be responsible for handling complaints, managing emergency communications, and maintaining accurate service records.
Responsibilities
- Serve as primary point of contact for stakeholders
- Handle and resolve customer complaints
- Manage communication during emergency situations
- Maintain service databases and records
- Prepare service reports and track interaction trends
Required Skills
- Proficiency with CRM and management systems
- Tech-savvy with ability to learn new tools
- Minimum 2 years customer service experience
- Knowledge of safety protocols
- Strong professional communication skills
Job Details
Responsibilities:
- Serve as the primary point of contact for all stakeholders, maintain a courteous, professional, and empathetic demeanor when communicating.
- Respond to customers’ inquiries, communicate real-time updates and work alongside with operations team.
- Receive and handle complaints or concerns related, investigate complaints by coordinating with operations teams and offer timely and effective resolutions ensuring follow-up actions are taken where necessary.
- Manage communication during emergency situations, such as accidents or breakdowns, ensuring all stakeholders are informed promptly.
- Ensure that safety guidelines and protocols are communicated clearly to stakeholders.
- Coordinate and manage communication during emergency situations (e.g., accidents, severe weather, mechanical breakdowns).
- Maintain accurate records of all communications, including inquiries, complaints, resolutions, and updates.
- Manage the customer service database to ensure all information are current and accessible.
- Assist with the preparation of service reports, tracking customer interactions, complaint trends, and overall service satisfaction.
Requirements:
- Tech-savvy individual with the ability to quickly learn and adapt to new technologies.
- Familiarity with transportation management systems and CRM recording.
- Basic knowledge of school transportation safety protocols and regulations is an advantage.
- Possesses Diploma in any field with at least 2 years of working experience of customer service related.