About this role

Respond to incoming customer calls promptly and courteously to ensure a positive service experience.
Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism.
Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity.
Address customer questions, troubleshoot issues, and escalate complex cases when necessary to ensure timely and effective resolution.
Provide clear and accurate information regarding products, fare media, programs, and related services.
Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping.
Meet or exceed established KPIs, including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality.

High school diploma or equivalent required
Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred
Strong communication, problem‑solving, and interpersonal skills with the ability to manage challenging situations professionally
Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus
Availability to work extended hours, weekends, or holidays based on business needs

Customer Service Representative

Key skills