Contact Center Representative

1 month ago

Johannesburg, South Africa Staff Domain Pty Ltd South Africa Full time
We provide the technology needed to support the shift towards shared modes of transport. Our integrated bus and carpool platforms solve the challenge of dynamically matching people and vehicles in a way that is convenient and efficient. We are a global business supporting some of the world’s largest corporations and transit agencies. Come and join us and be part of our mission to unlock all the good that comes from shared transport.

We are helping:

  • Cities evolve into smart cities,
  • Transit agencies to create better public bus systems,
  • Private bus operators to digitize their services to become more efficient,
  • Corporations to create sustainable and scalable mobility solutions for their staff,
  • Property developers to design sites around future mobility solutions instead of using space for parking.
Our team can be found around the world working closely with our partners to co-create localized solutions suited to the region, city, town, or workplace. Our solutions help our cities to eliminate CO2 emissions equivalent to planting 31 acres of forest every year, which translates to about 31 football pitches or 83,370 trees.

Our Vision:

Unlock all the good that comes from shared transport.

Our Mission:

Make sustainable and meaningful connections through engaging platforms to optimize transport systems and combat climate change. Sound like a fit?

The Role

This role will require confidence interfacing with:

Passengers

○ Passengers who use the contact center are generally those who are not comfortable using a mobile phone app - they may be elderly, vulnerable, or unable to use technology and the transport they are getting can be crucial to their ability to access essential services like healthcare

○  Provide information on how the service operations and use of the mobile application to those that have a mobile

Vehicle Service Management Teams - bus operator/driver supervision team - to help resolve passenger issues

The Level 2 Technical support team

○  Escalating any passenger feedback or technical issues for assistance and following processes to ensure the right information is provided for troubleshooting
○  Provide information that may aid in troubleshooting
Day to day:

  • Handle inbound phone calls from passengers and return calls through a cloud-based phone system
  • Respond to messages from passengers through emails, social media channels, and chat-bot on the service website
  • Complete the daily and weekly processes as outlined in the Contact Centre Processes
  • Use the Contact Centre Scripts to complete calls while being able to add your own flair
  • Continuously look for improvement of processes and scripts to meet the requirements of service and our Operation.

Use the Operations Portal to:
  • Create passenger profiles for new passengers
  • Manage/update passenger profiles for passengers
  • Create trip bookings for passengers in the Ops Platform
  • Cancel/manage/query trip bookings for passengers
  • Answer queries about the service operations
  • Analyze and respond to lost luggage, missed rides and similar requests
  • Use the various tools in the suite to provide information
  • Communicate with a local and global team using the applications of choice, primarily Slack and Google Meet
  • Security conscience - comply with the security requirements we have in place


Requirements
What we’re looking for:

  • A minimum of 5 years experience in a contact center role
  • Excellent written and verbal communication skills
  • Proven experience delivering excellent customer service
  • A big and bright personality - someone who is not afraid to spark up a conversation.
  • A basic understanding of what it is like using a mobile device to get transport information
  • A commitment to do whatever it takes to ensure that our customers are provided with the best service imaginable
  • People who want to master a role, and learn new skills and information, while wanting to continue to grow with a company that provides opportunities for career development


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