Customer Operations Agent

This role involves working in a busy tourist office, where you will be responsible for efficiently checking in customers and ensuring the smooth coordination of the loading process. You will communicate regularly with both customers and the ship, requiring strong teamwork and clear communication skills. The position also involves handling cash and performing accurate transactions, as well as using IT systems to support an organised and seamless check in operation. Your direct report will be the Supervisor on duty.

Key responsibilities and duties

• Communicate effectively with customers, colleagues and the ship loading officer to ensure smooth operations.
• Accurately handle cash and card payments via PDQ, demonstrating honesty and reliability.
• Maintain excellent timekeeping - ensuring check in stations are opened on time and shifts start on time.
• Work collaboratively as part of a team to support an organised system.
• Using the IT systems effectively to manage check ins, remaining adaptable at times if system experience issues.
• Board and disembark foot passengers using Company Vehicles subject to holding the relevant licence, and in accordance with Company and legislative requirements.
• Handle initial complaints and queries from customers and provide comprehensive reports to supervisors.
• Immediately report any breaches or suspected breaches of security.
• Ensure the safety of yourself and others in the carrying out of your duties.

The ideal candidate will

• Demonstrate flexibility with working hours and rota patterns.
• Have excellent attendance, be reliable and punctual.
• Show strong communication skills as the first point of contact customers will have.
• Be confident handling cash and PDQ machines.
• Be adaptable and willing to learn.

Desirable

• Strong interpersonal skills - ability to build rapport with a wide range of customers.
• Problem solving ability - staying calm in busy periods and making customers feel heard with queries and complaints.
• Positive, proactive attitude whilst delivering excellent customer service.

We know we cannot be the best unless we recruit the best regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, or neurodiversity.