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Job description

You will provide accurate and efficient passenger information which will include timetable and fares information for all Translink services whilst ensuring you deliver high quality customer service. Please see employer website for full job details & person specification.

Responsibilities

• Answer all telephone enquiries from the general public in a timely manner.
• Respond to customer enquiries through email and live chat communication channels.
• Provide accurate timetable and fares information for all Translink services.
• Acknowledge and record customer complaints.
• Reserve seats for Online First Plus Enterprise reservations and contract tickets.
• Assist in the renewal of Senior Smart passes.
• Assist in the administration of Department for Infrastructure 60 Smartpass applications.
• Respond to general enquires for the Translink group and transfer calls to the relevant department.
• Respond to enquiries on e-commerce products.
• Undertake additional tasks as may be required by the company.

Skills and Qualifications

Essential Skills

• Minimum of 3 GCSEs at grade C or above, or equivalent, including English and Maths, or alternatively, be able to demonstrate at least 2 years’ relevant customer service experience.
• Minimum of 1 years’ experience in a customer service role or possess World Host Level 2 accreditation.
• Experience of using Microsoft Word, Excel and Outlook.

Desirable Skills

• Experience of managing a high volume of in-bound calls.
• Experience of working in a contact centre.
• Minimum of 2 years’ experience in a customer service role.
• Experience of dealing with customers using social media platforms.
• Experience of using Microsoft Teams.