Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fueling the spirit of adventure in 23 world-famous cities across four continents. Beginning its journey 28 years’ ago, with a fleet of only three buses, Big Bus Tours has swiftly expanded to a global fleet of over 400 hundred open-top buses, turning 5 million tourists into explorers, every year. Big Bus Tours operates in London, Dubai, Hong Kong, New York, Las Vegas, Chicago, Abu Dhabi, Budapest, Istanbul, Miami, Muscat, Rome, Paris, Philadelphia, San Francisco, Darwin, Sydney, Vienna, Washington DC, Dublin, Singapore, Los Angeles and Berlin with a sightseeing concept designed to provide a flexible approach to city discovery. Each open-top bus tour provides a hop-on, hop-off facility at a variety of interesting locations, with complimentary additions to enhance the visitor sightseeing experience. In February 2015, private equity firm Exponent purchased Big Bus Tours, with a shared vision to make Big Bus Tours the number 1 thing to do in each world-famous city. In 2016, Merlin Entertainments PLC became a shareholder, offering a natural synergy with Big Bus Tours and Merlin attractions and experiences around the world. With entertaining guides and commentary and knowledge of the latest events in each city, the Big Bus City Crew leaves every passenger with a story to tell.

Overall Purpose 
 
The mission of a Customer Service Representative is to promote city exploration by selling our world famous hop-on, hop-off city tours, giving amazing service and to:  

Warmly Welcoming:  

• Engage city visitors in a friendly and welcoming way.  
• Learn the key motivations of why they are here.  
• Match their needs with our product offering.  
• Complete the interaction with phenomenal enthusiasm and friendliness.   

Memorable Storytellers:  

• For many of our customers, this is their first time exploring the city and they may have many questions, we want our CSR’s to provide excellent service answering questions, whether it be our tours, attractions we offer, maybe even directions to eateries and famous icons.  
• We turn tourists into explorers and our CSR’s are in many cases the first part of the Big Bus Story for our customers. First impressions are important so we expect our team to be properly groomed and look professional.   

Always Entertaining:  

• Let’s face it, this is sales, and the best salespeople know how to connect with people; being entertaining and humorous is a BIG plus.  
• We are always entertaining, delivering information with flair. A natural communicator with a positive attitude is a must. We want people to enjoy every interaction with Big Bus.  

Dedicated:  

• We are a BIG operation and in order to be successful we need professionals who will be dedicated to this role. How? Be here on time, in uniform and well groomed.  
• We are a team and so we have to work together with the drivers to make the experience flawless for the customers.  
• This role is outdoors and you will be on your feet, walking and/or standing for most of the day.

Never Satisfied:  

• We are relentlessly pursuing the quest to be the No. 1 thing to do in every world famous city and in order to do that, we want CSR’s who are always looking for more.  
• We want proactive, self-starters who naturally are driven to outperform themselves, the competition and their colleagues in friendly competition.   

Key Areas of Accountability and Responsibility 

• Promote the core values of the Big Bus Tours Brand and keep Quality, Honesty, Integrity, Passion, Loyalty, Competitiveness, Team Spirit and Customer focus in mind at all times.  
• Report to work on time, in appropriate uniform and represent the brand appropriately and with pride.
• Respond to companywide goals and initiatives by striving to exceed individual goals that are set each day.  
• Provide our customers with outstanding customer service through “Subject Matter Expert” type knowledge of Big Bus Tours’ products, operation, partnerships and customer service delivery.  
• Engage our potential customers through tactful ways to discover their needs and recommend Big Bus Tours’ core products for their sightseeing needs. Adhere to all company policies and local selling regulations.  
• Recognise and take action on opportunities to recommend core packaged products and partnered attractions in order to provide our customers a variety of ways to see the city and contribute to the financial success of the company.  
• Maximise company revenue through appropriate upselling of our core packaged products as well as the collection and redemption of pre-paid vouchers.  
• Provide our customers with a genuine approach to customer service and entertain them during their experience as well as check issued tickets to ensure accuracy of customer purchase.  
• Provide customer service including directions, advisement on attractions and eateries and general information.
• Minimize losses through careful processing of all monetary transactions and keeping record of all sales, vouchers and receipts.  
• Alert supervisors of any transactional issues, incidents, breakdowns and vehicle defects in a timely manner.
• Protect company assets such as issued Company property (i.e. ECR machine), branded brochures and any other marketing materials, and ensure they are well maintained. Report any witnessed infractions of company policy to supervisors with urgency.  
• Monitor and maintain an environment where customers and team members safety is a concern at all times.  
• Carry out other tasks as may be reasonably requested. 

Knowledge  

• Knowledge of the Budapest area and products being sold.
• Good command of English.
• Additional languages skills welcome.

Skills

• Accurately and efficiently complete all sales transactions and maintain proper cash and media accountabilities at POS registers.
• Operation of ticket machine and exchange of cash/credit and tickets can be done with one hand if needed.
• Must be able to interact with and speak to customers and potential customers.

Experience/Qualifications  

• High School Diploma or equivalent.
• Eligibility to work in Budapest.
• Sales experience and competitive nature.

Competencies  

• Customer Engagement/Focus.
• Communication Proficiency.
• Sales Acumen.
• Personal Effectiveness.  
• Goal Oriented.
• Team Oriented.
• Ethical Conduct.

Working Hours and Conditions

Must be flexible. Shift work including weekends.   
 
Physical Requirements 

• Walking/standing most of the 8 hour shift
• Must be able to work outside