Customer Service Representative

Big Bus Tours LTD Roma Italy Sales
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Company Description

Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fuelling the spirit of adventure in 21 world-famous cities across four continents. Beginning its journey 27 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 and Singapore, 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.

Position

Overall Purpose

To ensure the smooth running of the Company’s day to day sightseeing ‘unbeatable value for money’ operation in accordance with the Company’s daily schedule and, where possible, liaison with the Sales Manager/Sightseeing Manager/Duty Managers. Any operational problems should be brought to their attention.

Key Responsibilities

Sales

  • To actively approach tourists and potential customers, distribute brochures to passers-by and sell tickets to all interested parties.
  • The issuing of tickets to customers and the collection of money (cash or credit card) due for the tickets.
  • The collection of the Company’s pre-paid tickets and Tickets sold through Third parties (Trade Agents) from the customers and issue them with a tour ticket.
  • To advertise and promote Big Bus Tours in a positive manner.
  • The ability to work at competition points, and work in a professional manner.

Customer Service

  • To provide exceptional customer service by offering a warm welcome and fond farewell to customers, highlighting the products and services on offer, identifying individual needs to ensure they receive the very best value for money from their purchases.
  • To understand the Big Bus product and the ability to provide accurate information regarding our product and other products we may sell.
  • Be able to give relative information/advice to tourists about Rome e.g. relevant attractions, good food outlets, and good shopping areas.
  • Keep up to date with road closures, diversions or special events that affect the service. This is done by reading notices, newsletters, attending briefings.

Revenue Protection

  • Cash notes and any other suspicious notes must be checked to ensure they are genuine legal tender.
  • Credit cards – The processing of Credit Card Transactions
  • The reconciliation of revenue and tickets collected with a waybill (from the ticket machine allocated) at the end of each day.

Reporting

  • Drawing any misdemeanours (contrary to the company’s rules and regulations) committed by other Customer Service Reps, Tour Guides and Tour Bus Drivers to the attention of a Sales Manager, Sightseeing Manager, or a Duty Manager.
  • Reporting serious employee problems to the Sales Manager, and acting on appropriate advice given.
  • Reporting matters not necessarily connected with Big Bus operations (such as relevant changes to our competitors’ operations) which may hinder the future wellbeing of the Company.
  • Writing a daily report on matters that have happened throughout the day.

Miscellaneous

Customer Service Representatives must also ensure that they are in possession of the following at the start of their duty:

  • A ticket machine and belt
  • A radio (if allocated)
  • A float
  • A bag and folder
  • Pens
  • Spare batteries and rolls

Requirements

Knowledge

Must demonstrate an understanding of written and spoken speak English and Italian in order to communicate effectively with customers and colleagues; be able to read and comprehend health and safety information, company rules and regulations and other information placed on noticeboards.

Skills

  • Good communication skills; both written and oral
  • Must have the ability to work effectively and competently without close supervision.
  • Must have the ability to work effectively with people regardless of any protected characteristics; age, gender, race ethnicity etc. (further information contained within the company employee handbook).

Experience/Qualifications

  • All employees must provide details to confirm eligibility to work in the UK.
  • Experience of working in a sightseeing/tourist environment, ideally with some product knowledge to draw upon.

Competencies

  • A sense of humour

Other information

Working Hours and Conditions

40 hours per week (working on a rota that includes weekends)