CSRs are the first point of contact for customers (users) who would like to know the progress of their bookings, log complaints, request receipts, and make bookings or general enquiries.
CSRs are also the keepers of all relevant operations information as it pertains to passengers and drivers.
Individuals in this role will work with a team of customer service representatives, assisting customers with bookings and enquiries related to the services of Tranzit.NG.
CSRs will: ·
Assist customers with a wide range of queries and identify the best course of action for dealing with a customers’ calls.
Provide excellent, personalised service to customers through excellent communication, familiarity with their historical Tranzit.NG activity and product knowledge.
Maintain all Key Performance Indicators (KPIs) of Tranzit.NG as determined from time to time ·
Collate, interpret and analyse all operational data ·
Organise transaction, customer and driver activity as dictated by Tranzit.NG procedures
Based on drivers units’ activity report, communicate with drivers and ensure devices are functioning properly ·
Ensure all trip, driver and customer records are promptly updated ·
Efficiently and effectively escalate and route customer issues to the relevant process operators/ IT personnel ·
Help customers with issues arising from use of the Tranzit.NG web and mobile apps
Adhere to assigned shift slots ensuring availability throughout the shift period ·
Monitor progress of all customer pickups, and maintain communication with customers in the event of Tranzit.NG operational issues ·
Log and store all lost and found items according to procedure, and notify owners when possible ·
Advise vehicle operators on traffic conditions, hazards or delays and recommends alternate routes ·
Perform any other duties that may be assigned by the Control/Call Centre Manager.
OND or its equivalent in any discipline. ·
A minimum of two (2) years working experience related to customer service or support roles.
Must be PC literate and have extensive knowledge of MsOffice tools