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Undertake customer service activities under the direction of the Customer Service Information Manager (CSIM). Review Customer Service documents as needed, ensuring internal procedures are aligned with daily practices. Additionally, suggest areas for improvement when needed. Knowledge of CRM applications o Assist in defining and recording internal and external passenger KPIs to develop customer service improvement plans. o Daily follow-ups on open action items o Become closely acquainted with the back-end of the CRM application. Exhibit proficiency in the software via workflow understanding. Ensure effective collection of customer feedback in accordance with the relevant Work Instructions. Work with internal HRH Departments to promptly prepare and respond to customer feedback. Manage incoming calls and feedback submissions, prioritizing according to urgency and sequence. Under the direction of the CSIM, work with O&M and the client: o Conduct target passenger surveys. Based on feedback and survey data, assist in developing and improving customer service and delivery strategies by recommending process improvements. o Assist in the development of knowledge-based reference guides, FAQs, and how-to guides to address feedback and direct troubleshooting.
Customer service, Call center, Inbound call, Customer support, Service, Customer service call center, Customer care
Top Skills Details:
Customer service,Call center,Inbound call,Customer support
Additional Skills & Qualifications:
Strong interpersonal skills, independence, and ability to manage priorities; Skilled in interacting with community complaints Excellent communication skills and a strong, self-motivated, work ethic Required Skills/ Knowledge: Ability to meet deadlines and work under pressure Excellent organizational and time management skills and the ability to work on multiple demands simultaneously. A degree in communications, business administration, or a related field. Minimum five (5) years of experience in B2C customer service
About Aston Carter:
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At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.
Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email email@example.com (%firstname.lastname@example.org) for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
Aston Carter provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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