Customer Relations Advisor Edinburgh   £15,500 plus Benefits

Customer Relations Advisor          

Edinburgh

£15,500 plus benefits

thetrainline.com is the leading independent retailer of train tickets online. Since 1999 we have sold to 3.3 m travellers, making over 14m transactions, with over 8.4 million registered users. Innovation has always been at the heart of thetrainline.com and we're continually looking at ways to improve the experience for our customers. We're currently working on the biggest enhancement of our website since it first launched in 1999, which will deliver exciting new features and make buying tickets online even easier, cheaper and quicker.

To continue to deliver year on year growth we are seeking talented, innovative and enthusiastic people to join our dedicated team.

The Role                    

• The role of Customer Relations Advisor is to represent and make decisions on behalf of the company dealing with customer written, telephone and e-mail complaints.
• Provide an exemplary level of service and administration support to customers, dealing   with customer complaints and feedback in the best interest of both customer and company.
• Resolve customer complaints quickly and efficiently and to the highest quality standards displaying a commitment to customer service.
• Problem-solving to provide solutions to satisfy customer needs liaising with other departments as necessary.
• Exercise judgement regarding processing discretionary/goodwill payments as appropriate
• Ensures first contact resolution wherever possible.
• Assists with customer surveys and internal mystery shopping programmes.

The Candidate 

• Knowledge of PC based packages and keyboard skills essential (ability to use MS Office and navigate the Internet as well as quickly learn bespoke company systems).
• Fully understands complaint and objection handling techniques and adopts accordingly.   
• good negotiating and influencing skills 
• demonstrate empathy to customers
• Displays strong verbal and written communication skills including effective questioning and listening with the ability to be polite, friendly and assertive as necessary. 
• Excellent attention to detail essential with a high level of data entry accuracy.
• Ability to build rapport with customers often in difficult situations of complaint handling.
• Customer facing experience or conflict management 
• Working with a high volume of calls/contacts from customers
• Travel industry experience would also be desirable

Benefits include: 25 days holiday, life assurance, Virgin Tribe Partner Discount Scheme, SeasonTicket loan, pension contributions, medical and dental insurance (subject to qualifying periods)

• Print