Role Overview
JJ Kavanagh & Sons is seeking a motivated and organised Customer Service Representative to join our team. As the first point of contact for our passengers, you will ensure a seamless travel experience by managing ticketing, inquiries, and logistics for private coach hire. This role requires a blend of excellent communication skills, administrative precision, and the ability to multitask in a fast-paced transport environment.
Key Responsibilities
1. Customer Support & Communications
- Multi-Channel Support: Manage high volumes of inbound passenger queries via phone, email, and social media platforms, ensuring professional and timely responses.
- Ticketing Assistance: Assist passengers with complex ticketing issues, timetable queries, and route planning to ensure they reach their destinations smoothly.
- Complaint Resolution: Log, investigate, and follow up on customer complaints with empathy and efficiency, striving for a positive resolution in line with company policy.
- Service Updates: Communicate real-time updates regarding delays, route changes, or weather disruptions to passengers via appropriate channels.
- Lost Property: Assist with the logging and retrieval of lost property, liaising with drivers and depots to locate items.
2. Operations & General Administration
- Booking System Management: Manage and update passenger tickets and reservations within our internal booking system.
- Reporting: Compile and send detailed reports to internal stakeholders regarding call volumes, sales figures, and service issues.
- Internal Liaison: Act as a link between customers and the Transport Team, relaying vital information regarding operational issues or passenger feedback.
3. Private Coach Hire Administration
- Quotation Management: Send, receive, and issue Coach Hire quotations for private groups, schools, and corporate clients.
- Invoicing: accurately issue invoices for Coach Hire services and ensure payment terms are communicated clearly.
- Record Keeping: Maintain organised filing and documentation for the Coach Hire department to ensure all trips are tracked and compliant.
Requirements & Qualifications
- Experience: Previous experience in a customer service, call centre, or administrative role.
- Communication: Excellent verbal and written communication skills with the ability to adapt tone for different channels (social media vs. formal email).
- IT Literacy: Proficiency in Google Suite (Docs, Sheets, etc.) and comfort learning new internal booking and CRM systems.
- Organisation: Strong multitasking abilities with keen attention to detail.
- Problem Solving: The ability to remain calm under pressure and think on your feet to resolve passenger issues quickly.
Why Join JJ Kavanagh & Sons?
- 100% Irish & Family-Owned: You aren’t just a number here. We are a 4th-generation family business established in 1919. Joining us means becoming part of a company with over a century of history and a reputation as Ireland’s largest privately owned coach operator.
- Award-Winning Culture: We are proud to be officially certified as a Great Place to Work™ (Nov 2024). This certification reflects our commitment to creating a supportive, inclusive, and positive environment where every team member is valued.
- Competitive salary.
- Opportunity to work with one of Ireland’s leading transport providers.
- Dynamic and supportive team environment.
- Company Pension (Enrolment after probation)
- Monday to Friday – 09:00hrs – 17:30hrs.
- Location: Urlingford, Co. Kilkenny. Fully Depot Based.
Pay: €32,000.00-€35,000.00 per year
Benefits:
- Bike to work scheme
- Company pension
- Employee assistance program
- On-site parking
Work Location: In person
