Job Description

Job Title: Customer Service Advisor

Location: Remote (UK)

Employment Type: Part-time (self employed basis)

Department: Operations

Who we are

minicabit is the UK's largest and most visited cab comparison website, enabling customers and businesses to compare and book great quotes from over 800 licensed Cab Operators in over 550 UK towns & cities, on web and mobile. Book single and return trips up to 12 months in advance. We are the UK's highest rated service in our category on Trustpilot. This achievement underscores the critical role that exceptional customer service plays in our success.

About the Role

We are seeking a motivated and customer-focused Customer Service Advisor to support our customers and service providers across multiple communication channels. This remote position suits someone who thrives in a fast-paced, tech-driven environment and takes pride in turning every interaction into a positive customer experience.

Key Responsibilities

? Deliver responsive, high-quality customer support via phone, chat, and email ? Handle 100-150 daily tickets through Zendesk and other communication platforms ? Respond to enquiries across channels including phone, email, live chat, and social media ? Resolve issues on the first contact whenever possible and escalate complex cases to Operations Management or technical teams ? Manage a high volume of enquiries each day, ensuring bookings and services proceed smoothly ? Apply sound judgment and logical problem-solving to resolve issues quickly ? Communicate clearly and confidently with customers and service providers ? Document all interactions in systems with complete and accurate notes ? Track and monitor open tickets to ensure closure within SLA ? Accurately document cases and actions within internal systems (e.g. Zendesk, Google Suite, Slack) ? Meet defined KPIs, including: ? Timely response rate within set SLAs ? High first-contact resolution rate ? Consistently positive CSAT feedbackMust-Have Qualifications ? Fluent English (written/spoken) ? Minimum 2 years' experience in a high-volume, multi-channel customer service environment (inbound and outbound) ? Excellent communication skills ? Strong problem-solving and multitasking abilities ? Proven capacity to learn and adapt quickly to new systems ? Reliable home setup with own laptop and stable internet connection

Preferred Skills

Previous experience in the travel or leisure industry, particularly in real-time, fast-paced operations Familiarity with Zendesk, Slack, and Google Suite tools A proactive, collaborative mindset and attention to accuracy

Performance Indicators

Number of solved tickets per shift Average handling time and response speed Chat and call resolution rates Customer satisfaction (CSAT) and regular performance reviews

Job Type:

Part-time Shifts can include overnights, weekends & public holidays (no additional remuneration) 12-month fixed-term contract (self-employed)

Pay:

12.21 per hour This role is offered on a self employed basis. The successful candidate will be responsible for paying any applicable taxes. Please note that any holiday taken is unpaid.
Job Types: Part-time, Freelance

Pay: 12.21 per hour

Expected hours: No less than 20 per week

Application question(s):

Do you have a fast and stable internet connection suitable for remote work and your own laptop? Are you totally flexible with hours? And happy to increase or decrease your hours at short notice?
Experience:

Customer service: 2 years (required) multichannel: 1 year (required)
Work Location: Remote