Job Description

Overview:

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer

contact in compliance with company directive. Reporting into the Team Leader, your journey will involve taking

bookings and resolving passenger queries, having great interactions that create loyal relationships and being a

fantastic and committed team member.

Qualifications:

Contribute to a strong community spirit. ? Be objective, fair, ethical, and consistent. ? Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a

professional manner at all times. ? Information Security compliance. ? Maintain information security to a recognized required standard in line with business needs ? Follow information security policies and procedures ? Follow information security policies and procedures. ? Ensure legal and contractual compliance. ? Maintain regular consistent and professional attendance, punctuality, personal appearance,

and adherence to relevant health & safety procedures. ? Be willing to support other business areas as needed. ? Adhere to company policies and procedures. ? Ensure that customer, passenger, Driver Partner & colleagues' information is safeguarded at

all times, in line with the General Data Protection Regulation (GDPR). ? Be committed to maintaining our ISO27001 certification and set high standards for



At minimum 12 months of experience in a customer service role, preferably within a Call

Centre -environment. ? Previous experience with booking systems and processing various types of Bookings (cash,

card, account and app)- advantageous. ? Familiarity with CRM software, and communication tools like Slack- Advantageous. ? Demonstrated ability to deliver exceptional customer service to all clients. ? Willing to work rotational Shifts 24/7 loop.



Matric or NQF 4 Equivalent

Responsibilities:

Quality Delivery and Continuous Improvement ? Provide consistently outstanding and delightful booking and care experiences to our

Passengers, Account customers and Driver Partners. ? Take responsibility for understanding, meeting and exceeding your objectives and KPIs. ? Respond promptly and courteously to telephone journey bookings and queries, capturing

accurate information in a timely manner. ? Process all journey bookings efficiently and accurately using a booking system. ? Assist Driver Partners with basic queries or directing them to the Driver Partner Portal

and /or messaging service. ? Ensure service delivery to account customers is efficient and well managed at all times. ? Process all cash, card, account, and app bookings in accordance with company

procedures. ? Encourage the use of Air Pay to reduce call time wherever possible. ? Ensure transferring of calls is kept to a minimum and avoid blind transferring at all times. ? Ensure customer queries and complaints are logged accurately and within agreed

timeframes, escalating to the relevant team member wherever necessary. ? Utilize Slack channels, messaging and any other relevant internal communication

channels throughout your shift to receive any relevant business and / or operational

updates. ? Liaise with other departments such as Pricing and Commercial, Driver Partner Experience,

and I.T to ensure issues are resolved efficiently and within agreed SLAs. ? Seek to support passengers, customers, and Driver Partners to self-serve wherever

possible. Self-Development & Compliance ? Ensure completion of all mandatory training. ? Manage own self-development to improve knowledge. ? Proactively prepare for 1:1 meetings and appraisals with manager. ? Understand and embody the company values. ? Constructively challenge, question, seek to improve, evolve and be kind.