Customer Care Representative

The Customer Care Representative at Faisal Movers plays a vital role in delivering exceptional service to passengers and stakeholders. This position requires effectively responding to customer inquiries through multiple channels including phone calls, WhatsApp, email, and face-to-face interactions at the terminal. The representative provides accurate and timely information on bus schedules, fares, routes, seat availability, and company policies. They assist customers with a variety of transactions such as ticket booking, cancellation, rescheduling, and processing refunds, all while maintaining a high level of professionalism. This role involves handling and resolving customer complaints efficiently, coordinating with terminal staff, drivers, booking counters, and operations teams to provide satisfactory solutions. The Customer Care Representative ensures all customer interactions are recorded accurately, follows up on unresolved issues, and escalates critical concerns to supervisory personnel. While this position does not require team management, it demands a proactive attitude towards maintaining service quality and promoting company offerings to enhance customer satisfaction and loyalty.
Responsibilities

Respond promptly and effectively to customer inquiries through phone, WhatsApp, email, and in-person communication at the terminal.
Provide clear and accurate information regarding bus schedules, fares, available routes, seat availability, and company policies to customers.
Assist customers with booking tickets, cancellations, rescheduling, and processing refunds in accordance with company guidelines.
Handle customer complaints professionally by investigating issues and ensuring their timely and satisfactory resolution.
Coordinate with booking counters, terminal staff, bus drivers, and operations teams to resolve passenger concerns and operational challenges.
Accurately record all customer complaints, feedback, and service requests in the company's customer service system for tracking and analysis.
Conduct follow-ups with customers on unresolved complaints until the issue reaches closure and satisfaction.
Guide passengers on boarding procedures, luggage policies, and travel regulations to ensure smooth and compliant travel experiences.
Maintain and uphold the companys service quality standards to ensure high levels of customer satisfaction at all times.
Escalate critical or complex customer issues promptly to the Customer Care Supervisor or Terminal Manager as required.
Prepare and submit daily and monthly reports detailing customer complaints, inquiries received, and resolutions provided.
Promote Faisal Movers services, current promotions, and loyalty programs to enhance customer engagement and retention.
Ensure strict adherence to company standard operating procedures, customer service policies, and operational protocols.