Customer Service Agent

Job Description

The Customer Service Agent provides professional assistance to customers before, during, and after their journey. The position involves handling customer questions, bookings, complaints, changes, and service requests through different communication channels. The agent ensures that customers receive accurate and timely information about DFDS services. The role requires patience, strong communication skills, problem-solving ability, and a customer-focused approach.

Key Responsibilities:

Respond to customer inquiries through telephone, email, chat, and other channels.
Provide accurate information about routes, schedules, fares, and services.
Assist customers with bookings, modifications, cancellations, and refunds.
Resolve customer complaints and service issues efficiently.
Maintain accurate records of customer interactions and requests.
Escalate complex issues to appropriate departments or supervisors.
Explain company policies, travel conditions, and service procedures.
Support customers with special travel requirements when applicable.
Work with internal departments to resolve booking and operational issues.
Maintain professional service standards and contribute to customer satisfaction.