Customer Care Executive
Travel Hands is a service designed to ease the outdoor commute of VIP (Visually Impaired People) by pairing them with sighted & verified volunteers to walk together to similar destinations ensuring a safe, convenient, and inexpensive travel experience. The service launched on May 2021 in London with 10% WOW growth on journeys. A short video on Travel Hands.
With the app, a VIP can submit a trip request that is automatically sent to a volunteer near them, alerting the volunteer to their location. The accepting volunteer will then pick up the VIP and walk towards the requested destination.
The VIP pay a small fee per journey to get to travel safely, inexpensively and independently outdoors. Volunteers help VIP in a flexible way and walk more. They are vetted by the Enhanced Disclosure and Barring Service (DBS) and trained with our online or in person course.
The service started operating as a call centre system and we have launched the mobile app now. Travel Hands enables the VIP community to have a safe outdoor travelling experience from end to end. With 350+ journeys conducted in London as a call centre, the service has proven to save 30 minutes for every journey undertaken and £40 on travel costs per month as compared to pre-pandemic statistics for an active VIP in London. VIP are encouraged to be more physically active, and improve social interactions to avoid loneliness.
Job Brief
The Customer Care Executive role is an essential addition to the Travel Hands team, as you will help shape Travel Hands service by ensuring that a VIP and Volunteer journey is safe, organized and that both have reached their final destinations.
Your role will primarily involve:
- Connecting with VIP and Volunteers on the phone to confirm their journey details incase they don't use apps
- Make sure the journey goes according to plan from our dashboard
- Induct the volunteers registering with Travel Hands
You will be reporting to Ishan Jha, Founder and Chief Executive Officer of Travel Hands.
Job Description
- Providing first line technical support for all service users in a professional, friendly and customer focused manner with a focus of speed and precision
- Providing timely and accurate support via the telephone, email queries and instant messaging, incidents, or service requests
- Receiving, logging and recording, taking ownership, resolving and monitoring faults / requests throughout their lifecycle
- Guiding the customer service team in responding to the needs of the operations.
On a day-to-day operation:
- Review the journey requests from VIP and volunteers
- Ensure that pairing of VIP with Volunteers is on record time for effective results
- Share the instruction handbook and the safeguarding material created by us with the service users
- Support and answer the queries by VIP and volunteer on the call, text or WhatsApp messaging
- Confirm journey details with volunteers and VIP 24 hours before a journey
- Track the journey of VIP and volunteers through GPS navigation as and when required
- Contact the service users to collect immediate feedback after a journey OR ask to fill in a feedback form later
What we are looking for:
- Great communication skills in English
- Understand the landscape and services in London, UK
- Problem solving attitude and analytical mind
- Previous experience working in a call center
- Previous experience in customer service
- Microsoft skills
- Ability to work under pressure
- Good communication skills
- Negotiating and renegotiating by phone, email, and in-person
Benefits:
- As an early employee, help shape the direction of a growing company
- Widen your professional horizons
- Experience working with disabled community
- Flexible, Remote Based
- Opportunity to contribute to a young team and grow as a leader
- Opportunity to co-design with the founding team and implement own ideas