Customer Service Representative

**About GroundScope** GroundScope provides safe, reliable, and cost effective taxi and chauffeur services in over 500 cities worldwide. With a 365 day Support Centre at our core, we ensure every traveller and booker receives attentive, reliable service and full peace of mind. As we continue to grow, we are looking for a dedicated Customer Support Executive to join our high performing team. **Role Overview** As a Customer Support Executive, you will serve as the first point of contact for travellers, bookers, travel managers, and service partners delivering prompt, professional, and solution focused support. You will manage bookings, amendments, cancellations, customer enquiries, and payment queries with accuracy and care, ensuring a smooth and stress free experience at every stage of the journey. This role is pivotal to upholding GroundScope’s duty of care commitments and maintaining our reputation for reliability, responsiveness, and service excellence. **Key Responsibilities** • Provide high quality customer support via phone, email, and digital channels • Manage booking requests, amendments, cancellations, and real time journey monitoring • Liaise with global service partners to ensure timely pick ups and consistent service quality. • Resolve customer issues with calm, solution focused communication • Handle payment queries and invoice related questions • Maintain accurate records in the GroundScope platform • Escalate high risk or time critical issues to senior team members • Support corporate clients, TMCs, and executive assistants with tailored assistance • Contribute to continuous improvement of processes and customer experience **Skills \& Experience** • Previous experience in customer service, travel operations, or contact centre environments • Strong communication skills and a confident, friendly phone manner • Ability to multitask and remain composed under pressure • Excellent problem solving and decision making skills • Comfortable working with booking systems and CRM tools • High attention to detail and accountability • Experience supporting corporate clients is an advantage • Additional languages are beneficial but not essential **Working Pattern** • This role is 40 hours per week, Monday to Friday, including Bank Holidays. There will also be opportunities for evening and weekend overtime subject to business demand • Remote working **What We Offer** • Competitive salary • Full training on GroundScope systems and global service processes • Opportunity to work in a fast growing, international business • Supportive team culture with clear progression pathways • 28 days annual leave inclusive of days off in lieu for bank holidays worked.