As a Customer Care Advisor, you will be at the heart of our interactions with our customers.

Our comprehensive induction training plan ensures all our team colleagues are highly trained to assist with customer bookings, aftersales, product enquiries and customer complaints, as well as identifying opportunities to enhance a customer’s experience and maximise revenue. On-going regular support and training will be offered to you to help you reach your individual and team key performance targets.

Our aim is to add value for every customer who needs our help. As the voice of Eurostar, you’ll be an ambassador for our brand, providing an engaging and positive customer experience.

Key Responsibilities

• The first line response for our customers who cannot self-serve online
• Able to conduct themselves in a professional and friendly manner in all interactions with customers via phone, e-mail, social media and live chat
• Able to demonstrate a passion for our brand and a commitment to delivering an exceptional customer experience
• Able to use their creativity to proactively find solutions to drive results, responding sensitively and promptly to customer enquiries and complaints
• Actively engaged in their own performance and development that contributes to the overall performance of the Contact Centre
• A role model for the Eurostar values of Honest, Caring and Bold, demonstrating these behaviours through their engagement with colleagues and customers alike to create a respectful and positive multi-cultural working environment.

Requirements

• High standard of spoken & written English and French, Dutch, German.
• A background in customer service, travel or Contact Centre experience.
• Strong communication skills – listening, written, verbal, social media and the ability to customise generic information and record customer interactions accurately.
• Comfortable and resilient working in a fast-paced, busy and sometimes challenging environment.
• Able to build strong relationships with customers and colleagues around the business.
• Able to work in a team, act on colleague and customer feedback and contribute to finding solutions for the benefit of the customer and the business.
• Evidence strong web-based navigation and IT skills. Familiarisation with Salesforce or other CRM system is an advantage, but training will be given. You will also be conversant with Microsoft packages, including Teams.
• To be available to work a 35-hour week, Monday to Friday with some weekend working. Please note that our current opening hours are subject to change to meet the needs of the business.
• Able to meet targets, with strong time management and prioritisation skills.