Call Handler

Full Time
Job Sector:
Customer Service
South Wales
Caerphilly, Merthyr Tydfil
Salary description:
£8.60 - £11.10/ hour
Start Date:
Job Ref:

Call Handler


£8.60 per hour to £11.10 per hour

Monday & Tuesday 8am to 6pm, Thursday 3pm to Midnight & Saturday 6pm to 6am

Interview Date: Thursday 3rd October

smartpro have an opportunity for a part time Call Handler, working for a leading private hire operator based in Bridgend.

Due to the shift patterns own transport is desirable. Shifts are paid at premium rates, I have attached the Shift Allowance breakdown for your reference,

The purpose of this position is to provide exceptional levels of customer service by answering incoming calls, processing bookings, dealing with enquiries and processing feedback.

Key Responsibilities & Tasks:

* Responding promptly and courteously to telephone bookings to all customers, capturing accurate information in a timely manner

* Delivering an excellent service whilst meeting and exceeding company targets to drive customer satisfaction

* Processing all bookings and communicating efficiently and accurately using the iCabbi booking system

* Accurate and efficient processing of cash, card and account bookings in accordance with company procedures

* Excellent communication with customers, drivers and relevant staff, interpreting and responding clearly and effectively to spoken requests over the phone or in person, and to verbal or written instruction

* Assisting drivers with basic queries

* Identifying and reporting customer and driver complaints, escalating to the appropriate senior team member

* Ensuring fair treatment of customers and acting in a professional manner at all times

* Ensuring that customer information is safeguarded at all time, in line with the General Data Protection Regulation (GDPR)

* Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures

* Ensuring completion of mandatory training

* Adherence to company policies and procedures

Skills Required

* Ability to deliver excellent customer service

* Excellent listening and problem-solving skills

* Ability to deal with challenging customer service scenarios

* Excellent accuracy and attention to detail

* Good geographical knowledge of the surrounding areas

* Ability to work in a fast-paced environment

Shift patterns & Pay Rates:

Shift 1: Monday & Tuesday 8am to 6pm, Thursday 3pm to Midnight & Saturday 6pm to 6am- 41 hours per week

Excellent rates of pay: £8.60 p/h to £11.10 p/h

Company Description

Closing Date:

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