Customer Service Advisor

South Western Railway; Eastleigh; On-site; GBP 20,000 - 25,000; Part time

Job summary

A regional transport company in Eastleigh is looking for a dedicated customer service representative to assist customers with inquiries and complaints via phone and CRM. Applicants should have experience in customer service, excellent communication skills, and basic IT proficiency. The position requires a work commitment of 32 hours per week, primarily during daytime hours.

Qualifications

• Previous experience in a customer service role is required, with a telephony background being an advantage.
• Excellent written and verbal communication skills are essential.
• Strong IT skills are needed.

Responsibilities

• Handle customer enquiries and complaints via phone and CRM system.
• Log call details for follow-up actions and issue resolution.
• Participate in team goals and performance targets.

Skills

Good interpersonal skills

Good verbal and written communication skills

Customer service experience

Education

Good general education

Job description

About the Team

The customer contact centre is a busy and interesting place to work, dealing with a vast array of customers enquiries and complaints through different methods.

About the Job

You will focus your time corresponding with customers via our Customer Relationship Management System, handling a variety of phone calls such as, providing information on journeys, compensation, refunds, and handling complaints.

If you have a passion for providing our customers with an excellent customer experience, you have outstanding IT skills, excellent written and verbal communication skills, and a great telephone manner, then this job could be for you.

Your main responsibilities

• Accept incoming contacts, providing advice and fulfilling customer requirements in an impartial way. Where necessary log call details so that follow up action can be taken, and customer service issues are resolved.
• Ensure that you meet any personal performance targets that may be set and actively participate in any Team goals.
• Participate in the Team Briefing process, ensuring that you become familiar with any changes to your working environment.
• Remain familiar with the contents and how to use any relevant commercial publication and associated database reference sources.
• Become and remain conversant with the features and functionality of any business equipment and software provided for your use.
• Ensure your own personal safety and that of others at all times.
• Participate in correspondence, fulfilment, and data preparation routines.

Subsidiary Tasks

• Ensure that any event that has or could seriously damage the customer experience is relayed to a CSC Manager.
• Ensure that any changes to ticketing arrangements, procedures or the train service that are discovered in the course of your duty is relayed to your Team Leader promptly.

Contact With Others

• CSC Team members, CSC Managers, Head of Customer Contact, Customer Service Directorate and Board
• Colleagues within South Western Railway
• External Professional bodies
• General Public

You'll need

Previous experience of working in a customer service role is required, with a telephony background being an advantage. Additional skills required:

• Good interpersonal skills.
• Good verbal and written communication skills.
• Good general education.

About the location

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and providesan excellent link between London, Coastal areas and the Isle of Wight.

Working Pattern

You will work an average of 32 hours per week over 5 days

08:00-14:30
Monday- Thursday

08:00-14:00
Friday