About the Company
National Express is a leading public transport provider in the UK, operating bus and coach services across the country. With a rich history spanning decades, we pride ourselves on connecting communities, providing safe, reliable, and comfortable travel experiences for millions of passengers every year. Our commitment to innovation, sustainability, and exceptional customer service drives everything we do. Join our team and be part of a company that keeps Britain moving.
Job Description
Are you passionate about helping people and thrive in a fast-paced environment? We are looking for a dedicated Customer Support Assistant to join our team in Coventry. In this role, you will be the first point of contact for our valued customers, providing friendly, efficient, and accurate assistance across various channels. You’ll play a crucial role in ensuring our customers have a positive experience, addressing their queries, resolving issues, and providing information about our services. If you have excellent communication skills and a desire to make a difference, we encourage you to apply.
Key Responsibilities
- Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
- Provide accurate information regarding National Express services, routes, timetables, and fares.
- Assist customers with booking, amending, or cancelling tickets.
- Investigate and resolve customer complaints and issues, escalating complex problems to senior staff when necessary.
- Process refunds and compensation claims in accordance with company policies.
- Maintain detailed and accurate records of customer interactions and transactions.
- Collaborate with other departments to ensure seamless customer service delivery.
- Stay updated on company products, services, and policy changes to provide informed support.
Required Skills
- Minimum of 1 year experience in a customer service role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Ability to work effectively both independently and as part of a team.
- Empathetic and patient approach to customer interactions.
- Strong organisational skills and attention to detail.
Preferred Qualifications
- Previous experience in the transportation or travel industry.
- Familiarity with National Express services and operations.
- Ability to speak additional languages.
Perks & Benefits
- Competitive salary and pension scheme.
- Generous holiday allowance.
- Free travel on National Express services.
- Employee assistance program.
- Opportunities for career development and training.
- On-site parking and modern office facilities.
- Discount schemes for various retailers and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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