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- Tasks: Be the friendly voice helping customers navigate their journeys with ScotRail.
- Company: Join a dynamic team at ScotRail, dedicated to exceptional customer service.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real difference by solving problems and guiding customers every day.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Thriving team culture where collaboration and initiative are valued.
The predicted salary is between 28800 - 43200 £ per year.
A smooth journey isn’t just about being on time! It is about having someone there when things don’t always go to plan that’s where you come in! Jump aboard and become the friendly voice answering calls or supporting emails and other Back Office channels to solve problems and guide customers through their journeys with ScotRail. The main purpose of the role includes but is not limited to receiving inbound telephone calls/emails and resolving or taking appropriate action on all kinds of queries. You will be required to efficiently and effectively handle the cases, meeting the required standards expected. The successful candidate would be someone who is passionate about delivering exceptional customer service, offering solutions and first contact resolutions. They will also be able to take initiative while working as part of a close-knit team which is essential for creating a dynamic and robust team.
Responsibilities
- Proven experience in a Contact Centre environment
- Experience on train operating company would be preferred but is not essential
- Proven experience of working in a high-quality measured role
- Proven experience of liaising with a team and multi-tasking to achieve a shared goal
- Proven ability to pay close attention to detail
- Proven ability to use initiative as well as work as part of a team
- Proven ability to be able to consistently meet set targets
Attributes
- Excellent verbal communication skills
- Excellent written communication skills
- Excellent ability to adapt communication style/method to best suit the audience
- Organised and methodical, with an eye for detail
- Computer literacy is essential including MS Word, Excel and E-mail
- Ability to work to tight deadlines
- Proven experience of being able to handle high pressure situations
- Ability to relate to others in a positive manner and build strong working relationships
- Ability to be resilient and work under pressure
Values
- Process Excellence - Doing things well means something to you and you will always strive to improve on your work
- Collaboration - You enjoy working with others and you like working as a team player
- Communication - You can speak and write clearly and in a confident manner
- Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others
- Open-Mindedness - You are able to be open to different ways of thinking and new ideas
- Critical Thinking - You are able to think logically when making decisions
- Solution Orientation - Having a forward thinking mindset focused on resolving challenges
- Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset
Customer Service Expert in Newcastle upon Tyne employer: Teleperformance SE
Contact Detail:
Teleperformance SE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Expert in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Research ScotRail and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about connecting with customers, try role-playing common customer service scenarios with a friend. This will boost your confidence and help you think on your feet.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insider tips and might even refer you for the position, giving you a leg up in the application process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to take that next step in your career.
We think you need these skills to ace Customer Service Expert in Newcastle upon Tyne
Some tips for your application 🫡
Show Your Passion for Customer Service: When you're writing your application, let your enthusiasm for helping customers shine through! Share specific examples of how you've gone above and beyond to deliver exceptional service in the past.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. If you've worked in a contact centre or have experience with train operating companies, mention it! We love seeing how your background fits with our needs.
Be Clear and Concise: Use clear and straightforward language in your application. We appreciate well-structured responses that get straight to the point, so avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Teleperformance SE
✨Know Your Customer Service Basics
Brush up on the key principles of exceptional customer service. Be ready to discuss your previous experiences in a contact centre environment and how you handled challenging situations. Think of specific examples where you provided solutions or first contact resolutions.
✨Showcase Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. During the interview, demonstrate your ability to adapt your communication style to suit different audiences, as this will be crucial when dealing with customers.
✨Highlight Teamwork and Collaboration
Prepare to talk about your experience working in teams. Share examples of how you’ve collaborated with colleagues to achieve shared goals, especially in high-pressure situations. This will show that you can thrive in a close-knit team environment.
✨Demonstrate Problem-Solving Skills
Be ready to discuss how you approach problem-solving. Think critically about past challenges you've faced and how you resolved them. Highlight your solution-oriented mindset and your ability to take initiative, which are key attributes for this role.