Bilingual Rail Customer Support Advisor

TfW Business Daily Group

Penrhyndeudraeth

On-site

GBP 21,000 - 25,000

Full time

2 days ago

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Job summary

Transport for Wales is recruiting a Customer Service Advisor to provide first line support across telephone, live chat, email and social media for our rail and passenger services in Wales and beyond. You will respond to enquiries and complaints, adhere to SLAs, and use multiple IT systems to ensure a timely, accurate and friendly service.

You will communicate in Welsh and English to deliver a high quality experience.

Qualifications

Fluent Welsh speaker.
Experience in a customer service environment.
Experience using a variety of IT systems.
Excellent verbal and written communications in Welsh and English.
Familiarity with Microsoft Office, including Excel.

Responsibilities

Respond to customer requests, queries and complaints via telephone, in line with SLAs and KPIs.
Respond to queries and complaints via telephone, live chat, email and social media to resolve issues in a timely manner.
Complete daily system tasks by consulting administration systems to support telephony service contracts.
Engage with customers via telephone, email, social media and Live chat providing accurate information on TfW projects.
Provide ad-hoc support for other projects by flexibly adapting workload to maintain customer satisfaction.
Respond to calls efficiently by adhering to SLAs/KPIs to enhance customer experience.