Customer Experience Coordinator

1 month ago


Raleigh, North Carolina, United States Brisbon Transportation Group Full time
Job Overview

Brisbon Transportation Group is seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our operations team, you will be responsible for providing exceptional customer service, managing reservations, and ensuring seamless transportation solutions for our clients.

Key Responsibilities
  • Client Interaction: Serve as the primary point of contact for our clients, offering professional assistance via phone, email, and live chat. Address inquiries, provide quotes, and assist with reservations for our transportation services.
  • Dispatching: Coordinate and dispatch vehicles and drivers, ensuring optimal allocation to meet client needs efficiently. Monitor ongoing trips for timely execution and quality assurance, adapting to real-time challenges with proactive solutions.
  • Reservation Management: Handle all aspects of booking management, including scheduling, modifications, and cancellations. Ensure accurate input and maintenance of reservation details in our dispatch and scheduling platforms.
  • Customer Service: Resolve customer service issues with a focus on swift and satisfactory resolution. Address complaints, provide information, and ensure a positive and professional interaction with every client.
  • Quality Assurance: Conduct follow-ups with clients to gather feedback on their experience, aiming to continuously improve service quality and customer satisfaction.
  • Collaboration and Communication: Work closely with other departments to ensure a cohesive operation that upholds our standards of excellence. Communicate effectively with chauffeurs, transport specialists, and other team members to ensure smooth operations.
Requirements
  • Proven experience in customer service, dispatch, or reservations, preferably in the transportation or hospitality industry.
  • Excellent communication skills, both verbal and written, with the ability to engage professionally with clients and team members.
  • Strong organizational and multitasking skills, with the capability to manage numerous tasks or issues simultaneously in a fast-paced environment.
  • Proficiency in using computer systems and software, including reservation and dispatch applications.
  • A problem-solving mindset, with the ability to think quickly and adapt to changing situations.
  • Commitment to delivering high-quality customer service, with a focus on exceeding customer expectations.
  • Availability to work on a flexible schedule, including evenings, weekends, and holidays as needed.
Benefits
  • Competitive salary and benefits package.
  • Opportunities for professional development and career advancement.
  • A supportive and dynamic work environment.
  • Being part of a company that values service excellence and customer satisfaction.


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