AddressSuburban Taxis has proudly been serving Adelaide and South Australia since 1946, providing a wide range of services and products to suit every traveller.
We are looking for an expert to handle and resolve our customer feedback and Complaints, coupled with the goal to improve the quality of our customer experience, delivery of service, and to aim for continuous improvement. We see complaints as a valuable source of information highlighting concerns faced by our customers, what they do and don’t like, and leading us to improve overall customer expectation.
You will be required to:
• Conduct investigations in response to complaints and feedback, liaise with internal and external stakeholders, and deliver professional and balanced responses to our customers
• Manage and log customer complaints in various formats including by phone, email, SMS, and CRM
• Conduct root cause analysis
• Respond to formal communications from government and organisations
• Deliver feedback to our management team in order to improve our Customer Service experience
• Communicate feedback to our taxi drivers in order to retrain and educate.
You will be someone with experience preferred in a similar role, and are ready to connect with our customers and business. You will be addressing all sorts of problems supporting our contact centre team and drivers at the same time.
You will need investigative and communication skills, be able to work autonomously, and be able to maintain a calm yet positive and helpful informative approach. Excellent written and verbal skills are essential.
This is a casual position for the first 12 months with the option of permanency subject to performance. Work hours are approximately 35 hours per week (5 days x 7 hrs on business days only) onsite at our Kilburn HQ, ideally to start within 2-3 weeks.
Applications should include a short cover letter. Only short listed applicants will be contacted.
Feel free to ask questions by phoning our team on 8400 6266 or email to **************@suburbantaxis.com.au after Wednesday 8th May 2024.
