Job Overview

Airport Express Shuttle, Inc. is seeking a dedicated and customer-focused Customer Service Representative to join our team. This is a Fully Remote position with both Full-Time and Part-Time opportunities available. As the first point of contact for our customers, you will play a crucial role in delivering an exceptional service experience, ensuring a smooth and pleasant journey from booking to arrival. You will be responsible for handling customer enquiries, managing reservations, and resolving issues with professionalism and efficiency.

About Airport Express Shuttle, Inc.

At Airport Express Shuttle, Inc., we specialise in providing friendly, reliable, and affordable airport transportation. Our shared-ride service offers a convenient and cost-effective alternative to driving and airport parking, taking passengers from their home, office, or hotel directly to the airport and back again. We pride ourselves on our commitment to customer satisfaction and delivering a high-quality service.

Key Responsibilities

• Respond to customer enquiries promptly and professionally via phone, email, and other communication channels.
• Assist customers with making, amending, and cancelling bookings for our shuttle services.
• Provide accurate information regarding our services, schedules, pricing, and policies.
• Troubleshoot and resolve customer issues, such as booking errors, payment queries, or service delays, with a positive and helpful attitude.
• Liaise effectively with drivers and the dispatch team to ensure seamless coordination and timely service delivery.
• Maintain detailed and accurate records of all customer interactions and transactions in our system.
• Process customer payments securely and handle any related billing questions.
• Gather and document customer feedback to help us continuously improve our services.

Qualifications and Skills

• Proven experience in a customer service or contact centre role is essential.
• Exceptional verbal and written communication skills, with a clear and professional telephone manner.
• Strong problem-solving skills and the ability to remain calm and patient under pressure.
• Excellent organisational and time-management abilities.
• A high level of computer literacy and the ability to adapt to new software and systems with ease.
• Must have access to a reliable, high-speed internet connection and a private, quiet workspace suitable for handling customer calls.
• A proactive and self-motivated approach to working independently in a remote environment.
• Previous experience in the travel, transport, or logistics industry is advantageous but not required.