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Cool Motion

Reservations and Customer Service Advisor

Green Motion are looking to expand the customer support team to assist customers with pre-hire and post-hire queries. This is a fast-paced role and will require someone with the ability to multi-task and work with multiple systems. This would suit someone with great attention to detail, a good grasp of the English language good written communication and fast keyboard skills.

The main job role would be to the first point of contact at Green Motion, answering incoming queries by email and chat relating to both reservations and customer services. As the Green Motion brand sits in over 55 countries, servicing over 550 locations, there is a lot of information to get used to, but once you’ve been in the job for a few weeks, you will see how quickly you get used to the systems and information.

Responsibilities

  • Being the first point of contact, responding efficiently and professionally to all incoming emails, calls and live chats
  • Answer all reservations queries to the agreed standard, and whenever possible, convert them to bookings
  • Respond to status queries from third parties, such as no-show requests
  • Monitor customer service levels across the Green Motion network to ensure SLAs are being met
  • Investigate complaints, reviewing each case against the terms and conditions, and bringing the case to a satisfactory conclusion / resolution.
  • Working closely with customer service teams within the Green Motion network, supporting them with training and development

Key Skills

  • Strong organisational and administrative skills
  • Excellent attention to detail ensuring that high standards of quality are consistently maintained
  • Drive and self-determination with the ability to find and implement solutions to problems
  • Strong interpersonal abilities and great communication skills at all levels, with the ability to show empathy & understanding
  • An eye for detail and ability to get to the root cause of issues
  • Critical thinking and problem-solving abilities
  • Self –motivated and uses initiative
  • Ability to deal with challenging, complex and highly charged situations and customers
  • The ability to remain calm in high pressured situations and work to tight deadlines
  • Great customer empathy, proven persuasion ability, and can guide and reassure, whilst always acting with integrity
  • Ability to work within a team environment and to co-operate with team members thereby building effective working relationships
  • Strong influencing skills

Knowledge and Experience

  • Excellent writing skills with an outstanding grasp of the English language
  • Sound knowledge of Microsoft Office packages and the ability to learn new systems and processes
  • Accurate typing speed of at least 50 wpm

We don’t require any previous experience for this role – we are happy to work with anyone who shows a willingness and a desire to learn. If you are interested in working within the customer support team, please apply through the link below.